Consumer complaint received 2015-12-17
Company: EQUIFAX, INC.
State: GA
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: Problem with statement of dispute

Complaint:
In XXXX XXXX, I was contacted by a collection agency working on behalf of XXXX XXXX. I informed this agency that I have not received my final statement from XXXX, which I requested several times. The collection agency stated that they would cease from any other collection activity and would return the account to collections. I contacted XXXX who also stated that they would forward me the bill and would cease all collections activities as well. I was informed by XXXX that it would take approximately 10 to 15 business days. On XXXX XXXX, XXXX I received a notice from my credit monitoring that XXXX XXXX placed a new collections account on my credit report. When I contacted the XXXX XXXX XXXX Department my call was routed directly to an outside collection agency named XXXX ( XXXX XXXX ). I was informed by them that they are a third party collection company for XXXX XXXX hired to collect on accounts. I explained to them that I have not received my final statement and I have attempted to contact XXXX XXXX about this issues several times. They instructed me to send a dispute letter which they will forward to XXXX XXXX. I shortly followed up with a complaint to the Consumer Financial Protection Bureau, which XXXX responded by sending a letter which stated that they have also requested a final statement from XXXX XXXX also. On XXXX XXXX, XXXX I spoke with XXXX XXXX XXXX who instructed me to cease all contact with their office and to contact the assigned collection agency regarding this account. I was informed that my account had been written-off, but when I informed that XXXX XXXX Customer Service agent that my account was being reported as closed, charged-off/collections, she stated that all of them mean the same. I was then transferred to XXXX.I spoke with a Collections Manager and he informed me that a request has been made for XXXX to provide an itemized final bill and statement. He informed me that it is a policy developed by XXXX to instruct consumers to not contact XXXX. I was also informed that any request for documents pertaining to my XXXX XXXX would be sent directly to XXXX and it would take approximately 4 to 6 weeks before they would receive them. After they receive them it would take an additional couple of weeks for the XXXX to provide me the documents. 
I spoke with XXXX again on XXXX XXXX, XXXX and they informed me that they have removed my account from further collections and they have forwarded a request to XXXX XXXX regarding the validity of my account. 
On XXXX XXXX, XXXX I received a fax from the collection agency XXXX XXXX acknowledging that they received my dispute. The fax was also followed by a physical letter delivered to my address via United States Postal Mail On XXXX XXXX, XXXX a letter was sent to XXXX XXXX requesting that they provide me with an accurate account statement. The letter was sent with a send/receive notification to ensure delivery. The letter was received by XXXX XXXX on XXXX XXXX, XXXX. During a recent phone call to customer service XXXX XXXX acknowledge that they received the letter. On XXXX XXXX, XXXX, at approximately XXXX and with the assistance of an Experian Customer Service Representative attempts were made to resolve this dispute over the phone. XXXX XXXX transferred me to the recovery division which then transferred me to an outside collection agency named XXXX XXXX. The customer service representative informed me that she saw a note which stated to cease an assist all contact efforts on the account. When she was asked about the status of my dispute, I was informed that a dispute was never filed and a fax for a dispute was never received. I then informed her of the letter acknowledging the dispute.

Company response to consumer: Closed with explanation