Consumer complaint received 2023-08-18 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Atlanticus Services Corporation
State: GA

Complaint narrative:
On XX/XX/23, I started home security services with XXXX and Fortiva. The enitre ordeal has turned out to be horrible and appears to be a scam by both companies. 

I have included with this complaint, the 6-page contract provided to me by XXXX. Page 2 of the system purchase and service agreement reflects that I will pay XXXX {$49.00} monthly service fee, plus {$1.00} cellular network service fee, for a total of {$51.00} monthly. I would also pay Fortiva separately {$890.00} plus {$63.00} taxes for a total of {$960.00}, to be divided into 36 months of payments. I provided my debit card information for automatic monthly withdrawals. 

Fortiva : I received my first bill in mail from Fortiva stating that I would be paying 9.99 % interest on the equipment in addition to the full amount of {$960.00}. Interest information is not listed in our contract. On XX/XX/23, I called Fortiva automated pay line and attempted to pay entire bill in full, to avoid interest charges. Their system kept rejecting my debt card, I assumed it was a problem on their end, so I paid via check providing my account and routing number. I was given confirmation number XXXX for check payment. Fortiva did not process full payment, instead they automatically debited my account for WRONG AMOUNT of {$31.00}. My monthly payment per contract should be {$26.00}, after interest {$29.00}. On XX/XX/23 at XXXXXXXX XXXX manager XXXX called me regarding failed full payment. I brought to his attention that the monthly amount being charged is inaccurate. He agreed and placed me on hold for 17 minutes. When XXXX returned to the call, he apologized, asked me to hold longer, and stated he was trying to get account corrected. I asked him if it would be better to resolve the issue and call me back, he agreed that would be better. He asked if he could call me back after account was corrected. XXXX never called me back and account was never updated. On XX/XX/23 at XXXX, I called Fortiva and spoke with supervisor XXXX XXXX she had no knowledge of my complaint. She reviewed my account and agreed that monthly amount was inaccurate. XXXX requested to call me back once account was updated. I refused the request. I explained to her that XXXX never called me back. XXXX explained that she personally would have the account updated and personally call me back once resolved. I agreed, and to date I have not heard back from XXXX. I received text from Fortiva reminding me of auto debit of the wrong amount {$31.00}. I responded that monies will not be paid until account has been corrected. On XX/XX/23, I received an email stating that per my request auto debit was cancelled and I now owe incorrect payment of {$31.00} plus {$20.00} penalty. 

XXXX : XXXX contacted me on XX/XX/23 to advise that my monthly amount was past due. I explained to rep that it made no sense, XXXX has my auto debit info becuase it was relayed to Fortiva, Furthermore, Fortiva is freely debiting my account the wrong amount. To date, XXXX has charged me a late fee and has made no attempt to auto debit my account for the month of XXXX. Also, I reached out to XXXX for assistance with Fortiva. I explained to rep that Fortiva is not charging per contract and not returning my calls. Rep referred me back to Fortiva. I requested supervisor, rep placed me on hold, came back and stated that supervisor was refusing to take call because she could not help. He stated that supervisor advised me to call Fortiva again. I demanded that supervisor take call as I purchased service thru XXXX. Rep placed me on hold and disconnected call.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation