Consumer complaint received 2025-07-30 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Business Processing Solutions, LLC
State: MA

Complaint narrative:
On XX/XX/scrub> 2025 I called the XXXX XXXX XXXX  customer service line in regards to a letter I received stating my registration renewal had been placed on a hold by New York. I called and was transferred to the pay by plate department whose system was down. I called back on XX/XX/XXXX explaining the hold on my registration to a pay by plate representative. She attempted to look up my account information and decided to transfer me to a Collections agency. When I was transferred I explained the same issue of a hold on my registration renewal. I asked what I needed to pay to have it lifted. The agent told me I needed to pay three amounts to have the hold lifted. The following are the amounts and the payment confirmation numbers {$1300.00} ( XXXX ), {$100.00} ( XXXX ) and {$27.00} ( XXXX ) total {$1400.00}. The agent stated it would take 3 to 5 business days to process fully and I would be able to re-register my vehicle on or around XX/XX/scrub> 2025. On XX/XX/year>2025 after noticing the hold was not taken off I called the New York XXXX pay by plate customer service line again to inquire what had happened. At this time I was transferred to the XXXX XXXX XXXX Once transferred the agent stated their system was restarting or upgrading and requested I call back after 30 mins. When I called the department back the agent stated I needed to pay {$930.00} to have the hold removed. The agent also stated Pay by Plate should have transferred me to the XXXX XXXX XXXX and not to the collection agency. I called back the next XXXX days as I tried to understand what happened and gather up funds to pay the {$930.00}. On XX/XX/year>2025 I paid the above amount to the XXXXXXXX XXXX XXXX I asked the agent if this was the only amount I needed to pay and they stated yes. They also stated the collection company Professional Account Management was not able to see the amount needed to remove a hold on any renewal. I reached out to Professional Account Management again on XX/XX/year>2025 by calling the New York State Pay by Plate customer service line again and was transferred after explaining the issue with an agent. When transferred I spoke with an agent named XXXX for one hour and 39 mins. I explained the issue and wanted to file a complaint and be reimbursed for the false information that was given. She couldn't find all the payments I made even with the confirmation numbers. I requested to file a complaint. She said her manager would look into my issue pull the original call on XX/XX/XXXX and get back to me in 24 to 48 hours. On XX/XX/scrub> 2025 in the late afternoon I received a call from the manager XXXX. I explained I was transferred to them to pay the amount needed to get the hold taken off of my registration. The agent I spoke with stated it would be taken off in XXXX to XXXX business days and it was not. I explained I spoke to the XXXX XXXX XXXX who required I pay $ XXXX and stated that was the only amount I need to pay to lift the hold and they stated the collection agency could not see in their system what amount needed to be paid and assume the collection amount is that amount. It was also stated to me by the XXXX XXXX XXXX  that the collection agency doesn't know which violation numbers where chosen to put the hold through to the XXXX and therefore can not access what amount needs to be paid. I stated all of this to the collection manager XXXX. I asked her if she is able to see the amount needed to have a hold lifted she stated no. I was lied to by the Collections agent.

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