Consumer complaint received 2022-03-01
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Velocity Portfolio Group (GA)

The following is my initial complaint in reference to CKS XXXX a company that Velocity Investments uses to collect a debt. 

On XX/XX/XXXX I received a phone call from CKS XXXX XXXX XXXX on behalf of their current creditor Velocity Investments LLC, and original account XXXX, in reference to a credit card/loan ( I am still unsure what kind of debt ). The first representative ( who called ), XXXX  ID # XXXX, automatically demanded that I pay the debt and became very argumentative. I told her I was not familiar with the debt and requested they provide me with paperwork in reference to the debt. She refused to send any paperwork and would barely allow me to speak. I asked for a manager, which I spoke with XXXX  ID # XXXX, who actually listened and I advised I was not familiar with the debt. I did again asked for paperwork and she advised she would dispute the account, as I was telling them it was not my debt. She did state that they had my address as living in Indiana, which I advised further proved that the debt did not belong to me, as I have lived in GA since XXXX. I also informed her I have had issues with my information being stolen in the past, which is why I currently pay for credit monitoring service and I have a fraud alert on my credit account, through XXXX. She never answered my request for documentation, but only provided me with their account number of XXXX. I thought the issue had been resolved, but Friday, XX/XX/XXXX, I received a letter from CKS Financial advising of the debt yet again. This surprised me as I thought everything had been resolved. On Monday, XX/XX/XXXX at XXXX P.M., I called CKS Financial ( XXXX ) and initially spoke with XXXX XXXX, who again requested a payment and when I advised her that my information had been stolen, she transferred me to her manager. The manager did provide me with her name, but I was too slow to write down the name, when I asked for the name the manager refused to give me her name or ID number. Stating " I already gave you my name, I do not have to tell it to you again. '' This manager was very disrespectful and argumentative, to such a degree that she made snarky comments and sounds. I advised her she was being disrespectful and all she would say was " that is how you see it, but I do not think that I am. '' While I continued to request for her information, I also advised I would file a police report, in reference to my information being stolen. I asked if this would help them, which she refused to answer my question. I asked what else I needed to do to prove that the debt was not mine, which she stated " I don't know, do what you have to do. '' Baffled with this answer and her increase level of disrespect, I did commence to lose my patience but I was never disrespectful or raised my voice. Also, her increased level of disrespect occurred when I refused to advise or confirm who my employer is. As I was still talking, she heavily tried for me to hang up the phone and when I refused, as I was trying to understand the process and obtain answers to my questions, she transferred me back to XXXX XXXX. I asked why the manager had transferred me back, and XXXX XXXX stated she could not answer the question. I asked if the police report would help the, which she also stated that she was unsure. When I asked what I needed to do to prove that the debt was not mine, I was advised by XXXX XXXX " I truly believe the debt is not yours, but maybe you know who opened the account in your name. '' I advised her that I did not know who did such a things, which is why I was speaking to all of these representatives via phone. I asked for documentation of the debt to provide as part of my complaints and police report, which I was told they would not provide me with any paperwork, as they do not have to by law. I also asked for the managers information, but was told she would not provide me with that information, but that she only had one manager and everyone would know who her manager was. Since speaking and obtaining no help from CKS Financial, I filed a police report with the jurisdiction I reside in, XXXX XXXX, Georgia. The case number is XXXX. I will be attaching the document to this complaint. 

The following is their response : Thank you for the recent notification of the complaint filed by XXXX XXXX. CKS Financial appreciates the opportunity to respond to their concerns. Upon notice of the complaint, a member of our Compliance Team conducted an investigation into the allegations. The result of that investigation and our response follows. Our investigation included a review all outbound and inbound calls. CKS does not take lightly, the complaint of unprofessional behavior by any of our representatives. In response to this concern, we will use this complaint as an opportunity to reinforce to our representatives the importance of treating all customers with courtesy and respect. Please also be advised the account in question has been reported as under dispute. Unfortunately, without sufficient evidence provided to us to substantiate your ID theft claim we are unable to investigate further. If you provide the requested documents below to support your identity theft claim, we will reinvestigate when that information is provided. 1. A copy of your social security card, or a document/statement revealing your social security number. 2. A copy of your identification card or drivers license which provides your full name, address, and date of birth ; and/or 3. An Affidavit of fraud or a signed identity theft report filed with the Federal Trade Commission at XXXX We invite XXXX XXXX to contact a member of our Compliance Team, if there are any questions. A member of our Compliance Team is available Monday through Friday from XXXX a.m. to XXXX p.m. Eastern Standard time and can be reached directly at XXXX or at XXXX ***What I understand is that they want an additional report, which I obtained through the Federal Trade Commision for Identity Theft case number XXXX. I will be attaching both the police report and the FTC report. Both agencies have verified my identity and that I am a victim. *** The following is XXXX 's response : Hi XXXX, Thank you for reaching out and bringing your concerns to our attention. XXXX XXXX XXXX handles all complaints seriously and understands that you are not satisfied with our application process. We take the concerns of our customers seriously, and when we do not meet your expectations we want to and are grateful to hear from you. Your XXXX  loan, XXXX, has been sold to Velocity Investments , LLC and is no longer being servicing by XXXX  as of XX/XX/XXXX. Any correspondence related to the servicing or collection of this account after XX/XX/XXXX, was not made on the behalf of XXXX. Any payments sent before XX/XX/XXXX, will be applied towards the debt balance. Any future scheduled payments to XXXX have been canceled. Please reference the information below for more details on your account history : Loan ID : XXXX Charge off date : XX/XX/XXXX Charge off balance : XXXX Current balance : XXXX Please reach out to Velocity Investments , LLC to establish new payment arrangements and for any questions or concerns regarding your loan. Velocity Investments contact information is as follows : Velocity Investments , LLC XXXX XXXX XXXX XXXX  NJ XXXX Phone : ( XXXX ) XXXX Email : XXXX XXXX XXXX XXXX strives to provide the most accessible and comfortable loan experience for our borrowers. If you ever have any questions or concerns, please do not hesitate to give us a call at XXXX or send us an email at XXXX. Sincerely, XXXX XXXX XXXX Compliance Team Please advise what else do I need to do to prove to you all, without me having to contact Legal Aid. Thank you.