Consumer complaint received 2024-03-25 00:00:00
Product: Debt collection — Payday loan debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: DSR HOLDINGS GROUP, LLC
State: TX

Complaint narrative:
Background : I had a payday loan from XXXX ( XXXX ) that defaulted and was contacted in XXXX by XXXX XXXX with a company called XXXX XXXX, XXXX looking to collect the debt. I called XXXX at the time, who told me my debt had been sold to XXXX XXXX XXXX. I called XXXX XXXX XXXX and they confirmed that XXXX XXXX with XXXX was in charge of my account. After that conversation and receiving an email showing my debt, I agreed to an initial payment of {$240.00} on XX/XX/XXXX and {$100.00} payments every month after that. I paid {$240.00} on XX/XX/XXXX {$100.00} on XX/XX/XXXX and {$100.00} on XX/XX/XXXX. 

On XX/XX/XXXX, my husband received a call and said someone was looking for me from " DSR. I returned the phone call and someone named XXXX told me that my payment failed and they were looking to set my payment plan back up. I was very upset and told him that I wasnt contacted before they reached out to my husband to let me know about the missed payment. ( This payment was supposed to be on Friday, XX/XX/XXXX. 3 business days had passed ) My payment failed because I lost my debit card and cancelled it on the XXXX. I told him that I hadnt been contacted by XXXX XXXX ( whom Id spoken to before ) and he told me that he had contacted me several times. I demanded to know on what dates and what numbers and he refused to give me any specifics. He told me that XXXX had numerous employers with thousands of numbers and they wouldnt be able to tell me. I then told him I wanted to speak with XXXX XXXX. He transferred to someone else named XXXX XXXX. We had a similar conversation and I again told him that I was very upset that I hadnt been contacted about this issue before my husband. He continued to tell me that XXXX XXXX had contacted me several times and I asked him on what specific dates and from what number so that I could look it up. I was genuinely concerned that I had not gotten phone calls. As we went back and forth, suddenly someone began yelling that its not true that he hadnt called or texted me. He said had texted and called me every day. I asked who this was and he said This is XXXX XXXX I could hear you yelling from my office!! He repeatedly told me that he called me over and over again and that my inconsistent payments had gone on for months. I tried to get a word in and he continued to yell over me. I said SIR!!! trying to get his attention and he said DONT SIR ME!!!!!! and continued to rant on. I told him not to speak to me like that and he said IM DONE WITH HER. You deal with her! and proceeded to give the phone back to XXXX XXXX. XXXX then asked again if we could set up my payment and just get back on track. I told him that wed get to that, but again I wanted to know exactly when XXXX XXXX had called and from what number. I calmly told him that Im very communicative and I wouldnt lie about not receiving phone calls or text messages. Id spoken with XXXX several times before and had always responded and/or returned phone calls within an appropriate amount of time. He told me that if I have an XXXX, Id have to go into my settings and allow unknown numbers to reach me. I responded that I didnt have any sort of setting like that on and that didnt make sense since I receive a lot of unknown calls/texts and Id also talked to XXXX on the phone and had several text messages from himand I hadnt changed any settings in my phone. We went back and forth because I wanted to know when Id been contacted since its very frustrating to essentially be called a liar. He kept bringing up the payment plan and arranging it and making comments like, I dont understand why you cant pay your bills. I cant understand why we have to spend so much time and money trying to get {$100.00} from you. He also said something along the lines of You need to stay on top of your bills and reach out At one point, he started yelling and raising his voice and I had to ask if it was XXXX again because the angry, yelling voice sounded exactly like the previous XXXX. 

I then asked him what company he was with and he responded, DSR I told him I thought my debt was with XXXX  as thats who Id paid before. He said that XXXX was done with me since Id had months of inconsistent payments??? I said okay, so the debt has been transferred to DSR? And he said yes and then I asked " So its not with XXXX anymore? And he said that it was because XXXX was also with them at DSR? I told him that I couldnt pay him because I didn't have a debit card at the moment since I lost it earlier that week and Id have to wait until I got it. He was very frustrated and I asked if I could do a check and he said no, and rattled off all the credit/debits that they take. I told him I didnt have any so Id have to wait until I got a new card. I then asked if I could set up a payment and he asked, How? You dont have a card. I said, Yes, youre rightIm not sure what you want me to do? I can call you back when I get it? and he said, Fine. You can call this number. He was extremely rude, condescending, and unprofessional. I have NEVER been spoken to like that. 

Im not sure why either of them were saying that I was inconsistent with payments. I paid the initial payment of {$240.00} on XX/XX/XXXX, {$100.00} on XX/XX/XXXX, and {$100.00} on XX/XX/XXXX. The only missing payment is XXXX, which is 5 days late at this point ( including the weekend, so 3 business days ) because I lost my debit card. 

On XX/XX/XXXX, I received two calls at XXXX XXXX These two missed calls barely rang once and with no voicemail. I called back at XXXX and was connected to XXXX who said he was following up to see if I got my card. 

XXXX told me that he could place a scheduled payment on my old card on Monday just so I wouldnt get any calls. I told him that when I spoke to XXXX yesterday that he said I couldnt set up a scheduled payment because I didnt have a card. He said that he could go ahead and set it up on my old card just so I wouldnt get calls and to call them back when I did get it. He asked when I thought I would get it and I told him by Saturday. He said I might get one on Monday if I dont call about the card by then. I said thats fine and that I had questions for him. .I asked why my debt was with XXXX XXXX and now its with DSR Holdings . He told me that my debt has always been with DSR Holdings - that I made a payment on the XXXX with DSR. I asked what month and he said XXXX and XXXX. I said thats correct, but when I agreed to make the payments I made it with XXXX XXXX and began in XXXX with a payment of {$240.00}. He told me that he thought I wrote it down incorrectly because my account has always been with DSR. Maybe I was confused because on my bank statement it says XXXX XXXX XXXX I told him I knew that my statement showed under XXXX, but the initial set-up was with XXXX. He was beginning to get very condescending, much like the other men, and giving me minimal time to speak. When I finally got a word in, I told him again that it hadnt always been with DSR and he said that he sees in his notes that Ive spoken with someone in his office before - XXXX. He was insinuating that I didnt know what I was talking about since I had already spoken to XXXX who was apparently with his company. I said yes, thats correct. I have spoken with XXXX XXXX several times, but when I agreed to the payment plan he was with XXXX XXXX. He told me hed never heard of XXXX XXXX ( Yes, he said the letters out of order ) and I told him that Id look for the email. I found the email on from XXXX on XXXX XXXX at XXXX XXXX with the original payment plan from XXXX XXXX and his signature says XXXX XXXX, XXXX. ( I also later found voicemails from XXXX and have the recordings where he is saying, This is XXXX XXXX from XXXX XXXX. He was then very quiet and said hed only been there two months and didnt know what arrangements had been made previously. I told him that I would be requesting a debt validation letter and asked for the following company information : DSR Holdings XXXX XXXX XXXX XXXX XXXX, NY XXXX dsrholdinggroup.com XXXX XXXX He told me that I still owe the debt with XXXX  and the debt came with XXXX. I told him Id still be sending a letter because it isnt legal to switch collection companies without telling me and giving me a debt verification letter. He quietly said okay and we hung up. 

The same day at XXXX XXXX, I received a call from XXXX and I quickly answered. He said it was XXXX XXXX and he had a note to call me and asked how he could help. I told him that I hadnt asked to be called and that Id spoken to someone in his office a few minutes prior as they had called to ask if Id received my debit card. He said oh yes, I put a stop to that but it takes 24 hours. I told him it was fine and that hed put it on my old card and that I really have just a few questions, but Im good and that he was able to answer me. He said he could maybe help me answer my questions since he was the co-owner, so I proceeded to tell him that I was concerned about the transfer from XXXX to DSR and that Id be sending out a verification request since I hadnt received notice of this transfer. He said thXXXX XXXX XXXXuired it on XX/XX/XXXX and that they send a letter that a lot of people dont open because its blank and think its spam or have a lot of debt and just throw it away. He said they also send text messages to alert people of the change but some people have their settings turned off to receive texts from unknown numbers. I told him that I read all of my mail that I receive and hadnt gotten a letter and that I didnt want to argue with him like yesterday, but I had not received a text and after our conversation yesterday I went to double check that I didnt have any sort of setting like that on ( I dont ) and receive a lot of messages from unknown numbers. I told him because of that Id be sending out a letter via certified mail. He then said, Im not trying to be a jerk, but I can play hardball too. He also said that he could overnight this letter and they once I got it, they didnt have to be nice any more. He said that theyre just being nice by letting me pay in payments but I owe the entire debt and Ill have to owe it all. I told him thats perfectly fine and I understood and Im not trying to play hardball, but it would make me more comfortable to know who I am paying and that its correct. He said, Anyone can write a letter and send it in the mail. I said thats fine. I still want a letter in the mail and that he needs to understand that as someone who is paying the debt I need to protect myself and make sure that Im making legitimate payments. He said he understood, but The best thing to do is call XXXX and go from there I told him Id do that and wait for his letter and he said okay and hung up without waiting for a response from me. 

He called back at XXXX and asked if Id moved. I told him no and he told me that the reason I hadnt received a letter is because they sent it to an address on XXXX. They had two addresses for me on file and that when he ran my social through XXXX, a government website, that XXXX was the most recent address tied to my social. It was sent there and then returned. I told him I hadnt moved and hadnt ever lived on XXXX. He said hed send it to my address and also send me a copy to my email. I said great Id wait for my letter in the mail and he abruptly hung up on me. I received another call a minute or so later, but when I tried to call back he ignored it and it went to voicemail. I called again and left a voicemail that I was returning the call. 

I did receive a copy of his email that said the current collector is XXXX XXXX XXXX, which XXXX did confirm is the debt buyer. I had called them in the past to ask who they sold it to and they had told me XXXX - XXXX XXXX. That is why I originally agreed to make a payment arrangement. Any time I had an issue with payment, Id call his office to make sure that my payment would go through or if there was an issue on their end, I answered. I spoke to XXXX several times I had a fraud alert on my debit card in XXXX and my bank closed my card and sent me a new one. I forgot to alert XXXX and they called me and I settled the matter right away. So for them to tell me that Id been Inconsistent and Id been doing this for months! is absolutely wrong. As stated above, I paid them three months in a row. 

I'm concerned with several things that have happened with said company. I'm concerned with the fact that I never received a notice that my account was transferred from XXXX XXXX, XXXX to DSR Holdings, LLC and if said notice was sent through the mail and returned, I should have attempted to be contacted again. I also am upset that payments apparently just continued to go through even though I set them up with a different company. I'm concerned that I spoke to XXXX XXXX on XX/XX/XXXX and I was contacted again the following day three times to discuss the same debt, which is a violation of the FDCPA. I'm also concerned with the rude and unprofessional tone of both XXXX XXXX and XXXX XXXX. The letter given also did not give me any information about how to dispute the debt. These calls also don't say anything about them being debt collectors or trying to collect a debt. 

There is also no record of this being a legitimate business in the state of New York. XXXX XXXXXXXX  has this listed as not being an non accredited business and in XXXX XXXX signature it has the XXXX  XXXX XXXX. XXXX  XXXX  Also has it listed as Collection Attorneys when to my knowledge XXXX XXXX is not an attorney and he is the owner of said company. I also have not received any documentation that this is a law firm.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation