Consumer complaint received 2024-09-18
Product: Debt collection — I do not know
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Credence Resource Management, LLC (FL)

In XXXX of 2024, I noticed a change to my credit score due to a collections account with Credence Resource Management ( CRM ). I had not received any notice via mail, call, text, or email. I sent my first letter to CRM on XX/XX/year>, to the address that was reported on my credit statement : XXXX XXXX XXXX, XXXX XXXX, XXXX, TX XXXX. I shortly received this item back in the mail because CRM was no longer at this address. After checking, their address is still incorrectly reported. I attempted to send a second letter, but it was unfortunately lost. 

My mom called me and let me know that she had been receiving text messages from CRM containing my name, the original creditor 's name ( XXXX XXXX ), the last four of the account number with XXXX, and the total amount owed. These texts do appear to be directed towards me, but CRM made no effort to verify my phone number before spreading sensitive information about an alleged debt. 

I decided to begin email communications with CRM because it did not seem that mail communication was a viable option. The first email I sent was XX/XX/year>. I included a digital copy of the letter I sent and a brief explanation as to why I was reaching out. 

XX/XX/year> : CRM replied that they were unable to locate an account with the information I provided. They asked that I provide my account or reference number. 

XX/XX/year> : I replied that I have not received any mail communications and do not have an account or reference number to provide. I gave my current phone number, then asked that they do not use it to contact me. I explained that I am unsure of the phone number attached to the account because I was not the person that opened it. 

XX/XX/year> : I sent a screen shot of CRM 's account on my credit report that contained the first XXXX digits of the account number, along with showing the incorrectly reported address. 

XX/XX/year> : CRM marked the account as possible fraud and sent their fraud packet for me to fill out. 

XX/XX/year> : I requested a copy of the last billing statement from the original creditor, the amount owed when CRM bought the debt, the date of the last payment, and the full itemization of the debt. I requested all the information that should have been provided upon first contact, such as a validation letter or notice. I stated that I believe my emails are being skimmed over because they singled in on only one of my concerns. 

XX/XX/year> : CRM sent the information and terms of receiving the documents via email and mail. 

XX/XX/year> : I stated that I would like to receive all documents via email and postal mail. 

XX/XX/year> : CRM had placed a request with the creditor. 

XX/XX/year> : I asked how the company was able to claim that I owed them anything without possessing the proper documents. 

XX/XX/year> : CRM restated that they have already forwarded my request to the original creditor. 

XX/XX/year> : I stated that I received an unclear answer from their customer service regarding one of my concerns. I asked when the rest of my documents I requested will be sent. This includes a debt validation letter, the original contract, and CRM 's license to collect debt. I made it clear that I was disputing the debt. ( I will also be adding the email communications with their customer service ) XX/XX/year> : CRM let me know that the account is marked as possible fraud. They again requested that I fill out the fraud packet with available information. 

XX/XX/year> : I stated that I would be happy to fill out the fraud packet as soon as I receive all the previously requested information. 

XX/XX/year> : CRM restated that the account is marked as possible fraud and resent their fraud packet. 

XX/XX/year> : I thanked them for resending the fraud packet and stated that I have yet to receive a validation letter, which should have been sent upon first contact. 

XX/XX/year> : CRM provided the itemized stated with a revised password. The original email was sent with their customer service. 

XX/XX/year> : I stated that I had already received the itemized statement, but not the original contract nor any validation letter. 

XX/XX/year> : CRM informed me that they are ceasing all communications with my and to speak directly with XXXX XXXX for further assistance. 


Customer Support XX/XX/year> : Customer Support sent their fraud packet. 

XX/XX/year> : I thanked them for sending the itemized statement, but was unable to open the document because the password was the zip code attached to the account. 

XX/XX/year> : Customer Support changed the password. 

XX/XX/year> : I inquired about receiving the original agreement from XXXX. 

XX/XX/year> : Customer Support stated that they are reviewing my concern and will provide details later. 

XX/XX/year> : Customer Support sent their fraud packet. 


I have not attempted to contact CRM since they stated they were ceasing communications.