Consumer complaint received 2024-04-25
Product: Debt collection — Medical debt
Issue: Communication tactics — Used obscene, profane, or other abusive language
Company: Medical Data Systems, Inc. (GA)

On XXXX, my husband and I called the collection agency to settle two separate medical debts that I have. While on the phone with the collection agency, we used our debit card to pay one debt in-full over the phone with the customer service representative. Seeing as though we had just paid for one debt in-full, we asked for the second medical debt to be set up as a monthly payment plan. The customer service representative was not authorized to approve a payment plan, so the call was transferred to a supervisor. The supervisor stated a $ XXXX monthly amount and stated that even with payment, the account would likely be reported to the credit bureaus. At this time, $ XXXX monthly payment is more than what we can afford, so my husband asked the supervisor for a reduction in the monthly amount. The supervisor immediately denied a reduction and directly asked for a credit card to charge the full amount of the debt. Knowing that we don't have available credit to use, my husband replied that he did not want to use a credit card for the debt. The supervisor replied, " Wanting to and needing to are two different things. '' First of all, as a consumer, I am not 'required ' to use a credit card when a debt collector is attempting to settle a debt. Second, the supervisor implying that it is a requirement in order to settle the debt is considered deceptive and misleading. Instead, I asked to make a payment over the phone of {$100.00} using my debit card, but she refused. 

When I repeated that we could not afford the $ XXXX monthly payment, she was incredulous in her tone and she began scolding me. She said, " You make $ XXXX a month, how can you not pay this debt?! '' She added, " I make less than that monthly and have XXXX kids and I don't have problems paying my bills! I just don't see how you can't pay this! '' I told the supervisor that she was being extremely unprofessional and that she shouldn't speak to other people 's financial situations without knowing the personal circumstances that brought them to their financial hardship. She was very dismissive when she replied, " I don't care, and I am not being unprofessional. I'm just stating that as a family of XXXX, I am able to pay my bills with less money, and I don't see why you can't. '' Knowing that we were on a recorded line, which could be reviewed later to corroborate her abusive and demeaning behavior towards me, I told the supervisor that she could say and do whatever she felt necessary but that I was trying to do the right thing by offering to pay something. The call ended with the supervisors refusal to accept my payment. 

This complaint has nothing to do with disputing the validity of the debt. I absolutely owe the money and was making a good faith effort by trying to work out a payment plan. However, my complaint stems strictly from the abuse and oppressive behavior shown by the supervisor. Her behavior was not only insensitive and inappropriate, but it was harassing, bullying, and degrading in nature. Additionally, she was being deceptive when implying that I " needed '' or was required to use my credit card to pay off the debt. 

Many people encounter significant financial hardships, often through circumstances beyond their control. Unexpected events like loss of job, accidents, death, or other personal crises can profoundly impact one 's financial stability. Her condescending and abusive scolding, meant to harass, oppress, humiliate, and shame me into paying, undermines the dignity of individuals facing financial difficulties. Abuse, in addition to the supervisor misrepresenting how I was required to pay the debt ( with a credit card ), violates principles of conduct governed by the FDCPA. It's no wonder why so many ignore debt collectors when this is the treatment received when one humbly reaches out for assistance to help get back on financial track.