Consumer complaint received 2025-09-16 00:00:00
Product: Debt collection — Rental debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Rowland Avenue Management, Inc. A/KA Columbia Debt Recovery, LLC d/b/a Genesis
State: CA

Complaint narrative:
Complaint Summary : I am filing a complaint against Columbia Debt Recovery LLC dba Genesis Credit, a debt collection agency based in XXXX XXXX regarding their handling of an alleged apartment debt. 

On multiple occasions, I have requested in writing that the company confirm I will receive written Paid in Full documentation once payment is made in full. This documentation is essential because I must provide proof of payment to secure housing. Despite repeated requests, the company has refused to provide this confirmation in writing. 

Additionally, their online payment portal at https XXXX XXXX is not functioning properly. Each time I select Make a XXXX Payment, the system logs me out and prevents me from paying. I have tested this on multiple devices ( my phone, laptop, desktop computer, and another persons phone ), and the issue persists. I provided a screen recording to the company, but their response was to blame my browser cache/cookies without investigating or resolving the issue. 

They continue to direct me to provide payment information by phone or mail, which I have made clear is not an option for security reasons. I have requested to keep all communications in writing, both to protect myself and to maintain a clear paper trail.

Timeline : * I emailed Genesis requesting account details, balance, settlement options, and written confirmation that payment in full would result in a Paid in Full letter and an immediate receipt.

* Genesis responded quickly but ignored the confirmation request, instead instructing me to call or pay online.

* I sent multiple follow-up emails, restating my request for written confirmation and documenting the payment portal issue ( including a screen recording ).

* Genesis replied dismissively, claiming the issue was my browser and again directing me to call or mail a payment. They again ignored my request for written confirmation of payment status.

* I sent a final email requesting written confirmation of Paid in Full documentation and that I will receive a payment confirmation.

Issues of Concern : 1. Refusal to provide basic written confirmation of payment status, which is a reasonable request under the Fair Debt Collection Practices Act ( FDCPA ).

2. Inaccurate claim that the portal issue is my fault, despite evidence to the contrary.

3. Attempting to force me into phone or mailed payments, which are less secure and do not provide the same level of documentation as the online system. I will need proof of payment of this alleged debt to secure housing and for my own personal protection and documentation.

4. Failure to engage in good faith with my repeated written requests. 

Requested Resolution : * Written confirmation that upon receipt of full payment, I will immediately receive a Paid in Full letter via email. 
* Assurance that I can complete payment through a secure and functioning online portal with a confirmation it was paid.

* Review of Genesiss practices to ensure compliance with federal and state debt collection laws.

Additional Concern : Genesis has repeatedly refused to confirm in writing that I will receive a payment receipt and/or Paid in Full email confirmation if I pay the alleged balance in full. A consumer must have proof of payment to protect themselves against future collection attempts and to resolve credit or housing issues. By refusing to provide this most basic form of documentation, Genesis is creating an unreasonable barrier to payment and placing me at risk of being unable to prove the debt has been satisfied. This conduct appears to be an unfair and deceptive practice under the Fair Debt Collection Practices Act and the California XXXX Fair Debt Collection Practices Act. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation