Consumer complaint received 2016-08-07
Company: Southwest Recovery Services, Inc.
State: TX
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: False statements or representation
Sub-issue: Impersonated an attorney or official

Complaint:
The Debt Collector originally called me but, not recognizing the number I did no answer. He then called my mother who live in XXXX ( I live in XXXX ). I had her write a letter of everything that was said so I could contact Southwest Recovery Services about the situation. The letter is as follows : XX/XX/2016 On XX/XX/2016 1 received a call from a XXXX XXXX about XXXX. He said he was with XXXX XXXX XXXX XXXX XXXX XXXX in their accounting department regarding a payment that must be made immediately or it would be sent to collection. He mentioned that it was for services provided by Attorney XXXX for XXXX. He said he talked to my son and that since I had made a credit card payment for him before that I have to pay the balance due. 
Did n't know what was going on so told him needed to call my son and find out. He gave me his number of XXXX. After talking with my son, called him back but just got message machine for a XXXX ( I believe ). When I made the call it was then I found out that he was with Southwest Collection Agency and not with XXXX XXXX XXXX like he stated when he called. He never mentioned being with a collection agency to me during his first call. Only that I needed to pay immediately. He would not give up and he made me feel threatened and tried to shame me so I would make payment. 
On XX/XX/2016 received a call from XXXX XXXX about XXXX or so. He indicated that he had talked with my son. However, I know for a fact that my son only left him a voice mail late on XX/XX/XXXX indicating that I was not responsible for the amount due to XXXX XXXX XXXX since I had never signed any contract what so ever. He went on and on saying that I was responsible since I had made payment via my credit card and that he had the information on file to make that payment. I did n't give him any information and when I tried to tell him that I was not liable for my son 's bill he would not listen to anything. I told him to remove my name and number for the file and if he called me again I would report him and sue if it continued. He then informed me that I just made myself liable for the debt incurred by my son -- said have a nice day and hung up. I consider his comment about making myself liable for the debt was another threat on me and did n't appreciate it. 

She did not know he was a debit collector with Southwest Recover until after she spoke with me and called them back. 

I then contacted Southwest Recovery Services and received a call back from Compliance Officer XXXX XXXX. He spoke with my mother and wrote me the following e mail : XXXX XXXX, I received your voice mail this morning from your call last evening. I appreciate you taking the time to express your concern regarding our handling of your account. 

I just spoke at length with your mother. I did return the call that she made to our office. I appreciate her comments and concerns with regard to our contact with her. I am the Compliance Director with Southwest Recovery Services and am conducting an investigation into this matter. I assured your mother that no further contact from our office would take place unless it was directly from me. I informed her that I would review the information, interview the representative and his supervisor and attempt to pull the telephone call recordings between you and our company and your mother and our company. I committed to her that I would respond with my findings in this matter and contact her the early part of next week. 

I assure you that we do not encourage or condone unprofessional conduct on the part of any employee. We require honest and ethical communication in all circumstances and all employees must follow all required state and federal laws regarding consumer debt collection practices. Our policy allows for disciplinary action that may include termination should an employee be found negligent and in XXXX

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation