Consumer complaint received 2026-04-09 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Waypoint Resource Group, LLC
State: MD

Complaint narrative:
I am submitting this complaint regarding the continued reporting of a paid collection account that I believe is being reported unfairly and inconsistently. When the account hit my credit report I immediately called the original creditor to see if there was a debt. The customer service representative told me that there was no debt. I call back again to speak with someone else and they found it and stated that it went to XXXX XXXX XXXX but not XXXX. They recommended that I not pay directly to them. I then reached out to XXXX requesting information regarding how they obtain my information and explained that XXXX stated that it was sent to XXXX XXXX XXXX. I sat on the phone for an hour while they asked me over XXXX verification questions to which I answered all of them correctly. The gentlemen stated that this has never happened before and that he would call back the following day when he can get this fixed. I never received the return call. I reached back out to XXXX and paid them directly as they stated this would be the best way since their is confusion around the collection agencies. Once paid I called back to XX/XX/XXXX which they were able to verify my identification at that point. I explained to the representative that the debt was paid to the original creditor as they did not have documentation that the debt was sent to waypoint. I asked if they would please remove the debt off of my credit report as it is now paid. The representative asked me for the authorization number which I supplied. She explained that she would send me over a confirmation letter which I never received. I waited for the credit bureau to update the information. Despite payment, the collection agency continues to report this account toXX/XX/XXXX and XX/XX/XXXX as a paid collection, which is negatively impacting my credit profile. I have taken the following steps to resolve this issue : XX/XX/XXXX Paid the account in full promptly to the original creditor - Submitted a dispute to XX/XX/XXXX requesting verification and/or removal XX/XX/XXXX Contacted the collection agency directly to request a goodwill deletion, which was denied even though they originally agreed to remove it. Additionally, I have observed inconsistent reporting of this account across credit bureaus, including differences in how the account is categorized and displayed. This inconsistency raises concerns regarding the accuracy and completeness of the information being furnished. Given these circumstances, I am requesting the following : XXXX. A thorough investigation into the reporting of this account XXXX. Verification of the method used to validate this debt with XX/XX/XXXX andXX/XX/XXXX. Removal of this account due to its paid status and the inconsistency in reporting XXXX. Deletion as originally agreed to from beginning. This matter is time-sensitive, as I am currently preparing for a mortgage application and this reporting is adversely affecting my ability to obtain fair lending terms. I am seeking a fair resolution in accordance with my rights under the Fair Credit Reporting Act ( FCRA ). Thank you for your prompt attention to this matter.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation