Consumer complaint received 2017-07-28
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: PORTFOLIO RECOVERY ASSOCIATES INC (MI)

This complaint is to rebut Portfolio Recoverys ( PRA ) response to my initial complaint XXXX and provide additional information gathered since I submitted it. Again I want to state that since the very first time PRA contact me on the phone Ive disputed the amount they says I owe. In my original complaint I explained the continued frustration Im having in obtaining the original terms and agreement ( T & A ) from PRA. Although I was perfectly clear in my request for the T & A with XXXX  XXXX, PRA repeatedly responded by sending the 3 statements instead of providing me what I asked for and entitled too. This questionable validation practice was justified by XXXX from PRA dispute department in a recorded phone call on XX/XX/XXXX. When asked how responding with 3 statements is the same as providing original T & A requested, XXXX stated Its not, and the reason its not is that when a dispute comes in we are required to resolve it either in the customers favor or in our favor and we were able to resolve it in our favor. He followed it up with we sent you what the required law says we have to. This alone supports my allegation that the reps for PRA provided inaccurate and/or inconsistent information regarding my account documentation. And the inaccurate information provided by PRA reps didnt stop there. In a recorded phone call on XX/XX/XXXX I talked to XXXX XXXX in PRAs customers service department and wanted to know why I couldnt get the T & A Ive repeatedly requested but she put me on hold without answering and a Senior Account Executive, I cant make out his name, picked up. Once again I had to explain my reasons for requesting the T & A and he tried to explain what hes seen in other XXXX XXXX T & A then offered to dispute it again. I responded, how would the result be different and asked pointblank, do you just not have it? He responded No Im looking right at it, and to confirm that I heard him correctly, I asked if they were the original terms and agreement, he responded using this terminology it doesnt say its an original level document, this seemed a strange. At that point he said he had to switch me over to the dispute department. XXXX in the dispute department picked up and was hostile and rude right from the being, stating PRA wasnt required to provide the T & A but that he would send it as a courtesy. I received a packet from PRA with a cover  letter dated XX/XX/XXXX-17 which Ill assume is the on or about XX/XX/XXXX letter that contained the validation mentioned in XXXX response to my first CFPB complaint and was the same documents labeled XXXX XXXX XXXX XXXX and uploaded with their response. Over this past weekend I reviewed the documents sent and realized that PRA still didnt provide me with the complete T & A. there are two parts to the credit card agreement, missing is the first of the called XXXX XXXX pricing information. Here is some of the stuff included in it, the different APRs, transaction fees, penalty fees, how the balance is calculated, how the variable rate is calculated, the daily periodic rate used, and how the interest charge in applied. So I call PRA and ask for the complete document and par for the course they started off by insisting they provided everything but eventually transferred me to the dispute department which was closed. I called the dispute department on XX/XX/XXXX and recorded my phone call with XXXX. I explained how many times I requested the T & A, what I received, and what was missing. She cwas aware of the document, confirmed she had it, and that she was sending it out. I questioned why it wasnt sent before and she replied the short and long of it is that we have company policy on how disputes are responded to. At one point XXXX XXXX said yes they wanted to send the T & A then they said they did not, that is why it wasnt sent. I asked why XXXX XXXX wouldnt want the T & A or part of the T & A sent, she said she wasnt able to answer. She said she was sending the missing stuff to me, I questioned why she would send it against XXXX XXXX wishes, she was making an executive decision and just sending me what I wanted. Im not sure how to categorize any of the actions taken by the PRA reps, maybe the CFPB. Should anyone involved want a copy of the phone calls please reach out to me and Ill provide them.