Consumer complaint received 2017-06-20
Company: Convergent Resources, Inc.
State: PA
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Good Evening, I have received a debt collection letter from Convergent today that is a third-party debt collector for XXXX XXXX. I have spoken with XXXX and they have verified in an email to me that this debt letter is not accurate and they have apologized for the inconvenience and distress this has caused me and my family. They ( including XXXX - one of the customer care reps ) have stated verbally that it appears to be fraud as my account has never been delinquent and I also have proof of this. XXXX financial and customer service also can not find any bill ever due or ever delinquent in the amount stated by Convergent. I was set up through XXXX with eBill through my XXXX XXXX XXXX and always paid my bill ahead of the due date. On XX/XX/XXXX, I contacted XXXX and a representative accepted my XXXX XXXX credit card payment to pay off the two phones on my account. This is verified in my XXXX XXXX Account. After the phones had been paid for and after I removed phone insurance and discontinued my tablet service and discontinued a storage service XXXX had added, I contacted XXXX to help me move my account to my husband 's account to save money. <P/>Little did I know the nightmare I was in for. Primarily, I received a letter yesterday stating I owed {$120.00}. I contacted XXXX -- this was actually a credit of, which, {$100.00} was moved to my husband 's account. I am now due a credit of {$24.00}. Secondly, today, which was the main reason for this complaint is I received a letter from XXXX 's collection agency Convergent stating that " The records of XXXX XXXX show that your balance of {$460.00} is due in full. '' XXXX XXXX told me verbally they have no record of this and my account actually has a credit. <P/>I contacted Convergent and they are now stating that my account is closed and there is a XXXX balance. However, they will not explain what the delinquent amount was for and they will not send me a letter stating that the debt collection letter was sent in error and that there was no delinquent account and the account is closed. They also stated that no report was sent to credit agencies, but they refused to put this in writing and they said the account is closed out and they can no longer access it. It seems I paid XXXX, but Convergent was double dipping and wanted me to pay XXXX or them again. <P/>XXXX will also not provide as to why a record showing an amount of {$460.00} can no longer be found and why this was sent to Convergent. Convergent has my account number and my passcode, which I also thought was extremely strange. How could they get that information except from XXXX? <P/>Since my XXXX account is closed I can longer see my final bill. The only thing I can see is that I have a credit on the closed account. XXXX will not email me my bill. They stated they will mail it to me. <P/>I have my XXXX XXXX payment documentation ; the letter from Convergent ; the letter from XXXX, a customer care advocate - CRT with XXXX, stating that the debt letter sent from Convergent was inaccurate. Hopefully I will receive the paper copy of my last bill on my closed XXXX account. I am not allowed to view my final bill or any of my bills since the account was closed, but I do have all my payment documentation from XXXX XXXX Bill Pay. I will never go paperless again. sigh ... <P/>I also went onto the Convergent website where they state you can pay your " bill '' online, with a temporary ID ; however, on my letter there was no temporary ID and " Pay Online '' was unavailable. <P/>Something just seems amiss and that both companies ( XXXX and their collection agency Convergent ) are trying to cover up something. Especially since XXXX, one of XXXX 's customer care reps, thought it was fraud because he could not find any delinquency anywhere on my account. Another customer care rep said I need to contact you and that you all may be able to help us. <P/>If we have a letter from Convergent stating that they have not reported this to the credit agencies and that the delinquency letter was sent as an electronic error due to a miscommunication between XXXX and Convergent and the account was never delinquent, that would be a good start. We want to know why this happened. If there was no delinquent account, why did XXXX alert their Collection Agency. My  account was transferred to my husband 's account on XX/XX/XXXX. The first referenced letter ( where they stated I owed {$120.00} when it was a credit ) was sent from XXXX on XX/XX/XXXX. The debt collection letter from Convergent was dated XX/XX/XXXX. We also need XXXX to send us a more detailed letter stating dates when I paid off my phones and when I moved the account to my husband 's account and that there is a XXXX balance with a credit due to me. <P/>Even though XXXX and Convergent vehemently state that I do not owe anything and there is no report going to the credit agencies, Convergent will only state this verbally. They refuse to put this in writing. We are hoping we can resolve this with a few simple letters and not have to go to court to get my name cleared of this hurtful false claim against me.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation