Consumer complaint received 2024-01-22 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: ENCORE CAPITAL GROUP INC.
State: MA

Complaint narrative:
On Monday, XX/XX/ I paid off a balance of {$630.00}. I was told it takes 10 days to generate a settlement letter. 

I called on Monday, XXXX XXXX XXXX  to request that I have my letter emailed to me. I was instructed by many different people, XXXX XXXX and XXXX XXXX instructed me that I will have to wait until Thursday, XX/XX/ to send me the letter to my e-mail once it has been generated. I was also told by employee " XXXX XXXX if I called on Thursday, XXXX XXXX XXXX that the letter will be ready and they will send it to me while I was still on the call. 

I called on Thursday, XX/XX/, and was luckily greeted by the same XXXX XXXX I spoke to on Monday who said that the letter has actually not been generated yet but she will raise the request to have it generated and it should take 24-48 hours to receive the letter and it will be emailed to me. 

I received no letter by Saturday, XXXX XXXX XXXX  so I called once more. Unfortunately the phone lines were closed until Monday but I was able to use there wed service to speak with someone through chat. She unfortunately told me the same as XXXX XXXX on Thursday saying the letter has not been generated but she will raise the request and it should take 24-48 hours. 

On Monday, XX/XX/, I still have not received the letter so I called once more. The gentlemen told me the letter has been sent out today actually. I said " Nice, but, I would like to have that actually emailed to me. He then proceeded to tell me that the letter has not been generated " in PDF '' form so he would not be able to email to me. But he would be happy to send a request to generate the letter and I should call back in a few days when it's ready. I have expressed to him that multiple if his colleagues have already gave me that response and I am starting to doubt it's truthfulness. I proceeded to ask him what happened to the other request 4 days prior that went unanswered about generating my letter and he did not have an answer for me. I then requested to speak to a manager. His manager, XXXX XXXX, who I actually spoke to on Monday, XXXX, XXXX XXXX, decided to give me the same excuse for why I still haven't received my letter. I asked many times if he had contact with the people who generate the letter and why are you telling me it was mailed out today when I requested to have it emailed, and that can not happen because the PDF has not been generated to email it to me but you can mail a hard copy? I told him that I was now getting frustrated and worried because they took my money on Monday, XXXX XXXX XXXX and they are keep giving me the same excuses. I proceeded to tell him I will just report that charge as fraudulent and wash my hands of this entire ordeal. At that point he said, " Oh they just emailed me back and they said your letter should generated by tomorrow and we can email it to you. '' I said, oh how convenient. I let him know that I will be reporting this because I don't appreciate the constant run around.

Company response to consumer: Closed with non-monetary relief