Consumer complaint received 2024-04-11
Product: Debt collection — Credit card debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Absolute Resolutions Corp. (CA)

On XX/XX/XXXX I was notified by the original creditor XXXX that the account had been sold to Absolute Resolutions Investments , LLC the notification indicated that ARI was now servicing the account ( which includes payment processing, sending statements, general inquiries, etc. ). The notice further indicated that although online accounts and numbers will be changing account details remain the same. The notice further indicated to allow time for the new online account to be set up at XXXX XXXX XXXX. Once the account is set up there will be access to payment history, past statements, payment details, and other account information. Further down on the notice under Q & A it reads : 1. Does the change in ownership change the terms of my account? 
No. The terms of your account ( e.g. your interest rate, payment calculations, and other key aspects of your account ) are not affected by this change of your account. 

2. For how long can I access the XXXX XXXX app? 
Once enrolled in the new payment portal, you will no longer need to access the XXXX XXXX. All of your payment details, payment history and statements will be available in the new payment portal XXXX XXXX XXXX  3. How will I get my bill statements? 
You will continue to receive a detailed statement just as you did before. The statement will be available to you in the portal at XXXX XXXX XXXX. An email notification will be sent each month notifying you when your statement is available. 

After not receiving detailed paper statements as I did before I received a call regarding payment not being made I made payments in XX/XX/XXXX, and in XX/XX/XXXX I called in XXXX requesting to receive detailed paper statements as I received them under XXXX the rep stated she would send the request up. I was concerned that she couldn't just select for me to receive paper statements I did not understand but asked that the request be moved to whomever. I ask for paper statements because I do not always have access to email or even electronic devices ( Computer/cell phones ). 

On XX/XX/XXXX after receiving another notice via email that the statement was available I called again and inquired about my request to receive paper statements I also indicated that the portal was not user-friendly and I could not see previous statements which are part of the terms/conditions that they owe a responsibility for since taking over the remaining balance. I forwarded their email dated XX/XX/XXXX and received a reply from a customer care rep no name is listed on the email just asking how I can be helped. 

Again I inquired about the Terms and Conditions and the rep responded noting Terms and Conditions are still applied even though XXXX sold your account to us. The Rep next replied and added : Does the change in ownership change the terms of my account? 
No. The terms of your account ( e.g. your interest rate, payment calculations, and other key aspects of your account ) are not affected by this change of your account. 

Please see Cardholder Agreement for your reference : XXXX XXXX XXXX  Reviewed the cardholder agreement and under sections 9. BILLING STATEMENTS We will send you a monthly Billing Statement for each Billing Cycle at the end of which there is a debit or credit balance of {$1.00} or more. Purchases, Cash Advances, adjustments, and payments made since the previous billing date will be shown on this Billing Statement. We will send your Billing Statement to one address only. You are responsible for notifying us if you wish to change the address that should receive your Billing Statement. We may discontinue sending you Billing Statements if we deem your Account to be uncollectible or if we send your Account to an attorney or other third party for collection purposes. Even though you may not receive a Billing Statement in such instances, you understand that periodic interest charges may continue to accrue on your Account. The total outstanding balance ( the amount you owe us ) appears as the New Balance on your Billing Statement. To determine the New Balance, we begin with the outstanding balance on your Account at the beginning of each Billing Cycle, called the Previous Balance on your Billing Statement. We subtract any payments and credits we receive. We then add any Purchases, Cash Advances, and other charges posted to your Account since the end of the previous Billing Cycle. We then add the appropriate interest charges and fees and make other applicable adjustments. You may obtain a paper copy of a Billing Statement free of charge. You may also obtain a copy of a transaction receipt free of charge. If you request more than one copy of any Billing Statement or transaction receipt, we will charge a {$10.00} fee for each such request. We will not assess you any fees if you request a Billing Statement or a transaction receipt for a billing error/inquiry that you may assert against us under applicable law. Electronic statements are available online free of charges anytime. 
I once again made a payment and received notification on XX/XX/XXXX that payment had been applied. I called again and gave the rep the entire story and my request and even let her know that I was sent an email with the original Terms and Conditions and that this is the 3rd time I am requesting paper statement as I do not always have access to electronic devices the Rep said " We don't send paper statements '' I let her know you have to because that is how I was receiving them previously and the Terms and Conditions do not change. I asked her to review the notes and I requested that my request be sent for paper statements. I asked how long would it take she stated i don't know we can't make that decision that it goes to upper people to make I said " ok send my request again '' I had no electronic access until XXXX and that is when I see I never got any notification for XXXX no notice that statement is available or that a payment was missed. On XX/XX/XXXX I received an email stating my billing statement is available so I logged on to the portal to try and pull the statement noting shows ( even try today nothing shows ) I immediately attempted to call 6 timesXXXX and someone would answer and did not say anything I found another number XXXX I asked the Rep what was going on and why did I not receive anything for XXXX what is going on with my billing statement I have requested 3 times and also that I could not pull the statements right away the rep says I can't do that I will have to transfer you to the person that does. She transfers me I get no answer so I leave a message within 1 minute my call is returned from XXXX and right away the Rep stated my payment is 10-days late did I wanted to make a payment I let her know no not today I couldn't but I would make it and not let it go 30-days so I asked about how did you get the account, why are you not sending statements I keep requesting no one is getting back to me and I received no notifications in XX/XX/XXXX and the portal does not show any statements when you select the date I further stated how do I know I truly owe what I owe if I can't see past statements I asked could I get a full accounting history of the account including under Jasper which they should have she said look I can turn on the statements to start going forward I said yes I would like that but I also want to see the full accounting history which would be past statements to date she kept saying why do you even need that you only have a little while to go just continue to make the payments I said I don't mind that I still am entitled to receive a statement if so requested which I have been doing since XXXX and I also want to see past statements so I can see how money has been applied. She was not kind it was as if she was disgusted that I was asking for statements both going forward and previously which I have the right to per the terms and conditions they are supposed to honor then on XX/XX/XXXX I received a notice stating payment due on XX/XX/XXXX which I have received no statement for and can not pull off the portal. I placed a dispute with XXXX stating I do not have an account with XXXX mind you account was reporting never late XXXX made updates and now the account is incorrectly showing {$71.00} is 30 days past due as of XX/XX/XXXX. The monthly payment is {$25.00} but payment was made in the amount of {$40.00} on XX/XX/XXXX they are reporting a payment of {$40.00} for XX/XX/XXXX XXXX payment is not XXXX Past Due since due date was XX/XX/XXXX but they are reporting that XX/XX/XXXX payment is XXXX past due the month of XXXX is not over additionally on the portal the statement payment due date for XXXX is XX/XX/XXXX and next statement date is XX/XX/XXXX at that point if no payment has been made then the XX/XX/XXXX would be 30 days. So this is falsely being reported and they are not honoring terms and conditions I just tried to open XXXX XXXX XX/XX/XXXX statements and you get Error 401 " Oops, Unauthorized Error '' I can not even validate what was due for XX/XX/XXXX because the statements are not available. This is incorrect and they are being unfair because I am asking for my current and previous statements which I am supposed to have access to.