Consumer complaint received 2025-04-02 00:00:00
Product: Debt collection — Other debt
Issue: Took or threatened to take negative or legal action — Seized or attempted to seize your property
Company: Valor Intelligent Processing, LLC
State: TX

Complaint narrative:
I am submitting a formal complaint regarding an ongoing issue with toll charges, discrepancies in my account, and poor customer service from the agency handling my account. Despite multiple attempts to resolve the issue directly with the company, I have not received satisfactory assistance or answers, and I am concerned that I have been charged unfairly for fees that I should not owe. 

On [ Date ], I was contacted by a collection agency informing me that I had a past-due debt of over {$600.00} for a silver car. I do not own a silver car, and upon informing the collection agency of this, I was advised to contact the company directly. I also made the company aware that I have a pre-paid toll account and should not have any past-due payments. 

When I contacted the company, I was informed that my vehicle had been removed from the account, but they could not explain how or why this occurred. As a result, I was left with years of unpaid toll charges that I do not believe I should be responsible for. The company was unable to clarify who removed the vehicle from the account or provide a reason for this action. This lack of transparency is extremely concerning. 

Notes in their system indicate that I called the company on XX/XX/year>, and paid off two of my three vehicles, one of which is not registered to me and is not in use. A balance of {$460.00} remained on the vehicle that I drive daily, which my husband also uses for his work. The truck listed on my account, which is my husbands work vehicle, has had no toll activity since XXXX I was later informed that I owed over {$1000.00} in toll fees, and legal action was being initiated against me. 

When I requested to speak with a supervisor, I was told that no fees could be waived because, according to their notes, I had been informed about the balance. I was treated dismissively and told, You are breaking up, I cant hear you, during the call, which felt unprofessional and unhelpful. After escalating the matter, I spoke with an escalation manager who reiterated that the fees could not be removed, and I was still unable to receive a clear explanation about the removal of my vehicle from the account.

I repeatedly explained that I had not requested for my vehicle to be removed and that there had been no toll activity on the truck that remained on the account. I requested clarification as to why my vehicle was removed and why I was being charged, but my concerns were never addressed. As a result, I informed the representative that I would seek legal counsel and contact the Consumer Financial Protection Bureau ( CFPB ), as I felt the situation was unjust.

During my conversation with the manager, I mentioned that the collection agency had offered me a settlement of {$640.00} to resolve the matter. However, the manager stated that no fees could be removed from the account. Later, the manager offered to reduce about {$200.00} in fees if I agreed to pay the entire remaining balance in full, which contradicts the earlier statement that no fees could be removed. This inconsistency further raised concerns about the transparency of their practices.

Despite feeling that these actions were unfair, I agreed to start a payment plan to show good faith. However, I am still troubled by the companys refusal to provide clear answers and its insistence on charging me for fees that I believe should be removed. Additionally, the company blamed me for not checking my account online, despite the fact that my account was set up for automatic replenishment to prevent late payments, similar to how credit card accounts work.

After making a payment, I asked for clarification about when my vehicle was removed from the account. I was told that no note was made in the system, despite the fact that I had made a payment on XX/XX/year>. I also made additional payments in XX/XX/year>, but at no point was I informed that my vehicle had been removed from the account. I would never have knowingly left a balance on a vehicle that is used regularly on toll roads. 

I asked when the last statement had been sent to me, and the representative stated that one was sent in XXXX, with another currently being generated. I was advised to check with the post office. However, after being hung up on during a follow-up call, I was placed on hold again for over an hour, and the manager never answered my call. Shortly thereafter, I received a notice of a vehicle ban order and intent to impound, which I believe is both unfair and potentially illegal.

While I am willing to pay the past-due tolls for services I have used, I do not believe it is ethical or legal to charge me hundreds of dollars in fees without providing proper explanations or adjustments to my account. I feel that I have been treated unfairly and that the company has not acted transparently in managing my account.

I am requesting that the CFPB investigate this matter, review the charges, and ensure that appropriate adjustments are made to my account. Additionally, I request that any legal action against me be halted until the situation is properly resolved.

Thank you for your attention to this issue. I look forward to your assistance in resolving this matter.

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