Consumer complaint received 2025-05-28 00:00:00
Product: Debt collection — Rental debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: TRANSWORLD SYSTEMS INC
State: TN

Complaint narrative:
On XX/XX/XXXX I contacted Transworld Systems via phone at XXXX. I spoke with multiple different departments before landing at the department that could assist me with the debt owed for {$5500.00}. I originally called because the amount reported just could not be correct and I had proof of communications I had with the property manager that this amount was not correct. I was told that I could send proof of my balance being incorrect to email address XXXX. After requesting a debt validation letter from the agent, it seemed as though there was some confusion or inability to provide said letter. After much hassle, I was transferred to the supervisor. I repeated my request for a debt validation letter and was told that I would be sent a " balance due '' letter. I was assured multiple times that a balance due letter was " similar '' to a debt validation letter. I had also requested an itemized bill for my balance. I was told that a request could be sent for both. However, I am under the impression that a debt validation letter would include the itemization of my balance owed with details of when the balance was accrued as well as any interest or other fees and would be more detailed than a balance due letter. I insisted multiple times that a balance due letter and debt validation letter are not the same thing and that a debt validation letter is required by law. I was told that I was contacted multiple times via email and that they can confirm that the emails were delivered ; however, upon confirming my email address with them and checking my email, there were no emails from Transworld Systems or TSI either in my primary inbox or my spam folder. I asked multiple times if I should be expecting a debt validation letter from the email address previously provided to me and I was constantly being told that they're going to submit a dispute for me and I'll have to wait for a response. I insisted that I am not requesting a dispute and do not want one sent on my behalf and that I had already submitted a dispute in XXXX and it was denied. I was then constantly questioned about whether or not I have intentions to pay the balance or not and I responded requesting my options for debt resolution. I was told that I could set up a payment plan or pay it in full and I said that I'll make that determination once I receive the itemized balance. I continued to ask when I should be expecting a debt validation letter and the supervisor kept insisting that I'll be receiving a balance due letter. There was much hassle and eventually I asked about another account that I was informed by a previous agent that is in my name and I was told that I could not get information on this account from the current department. I was then transferred one or two times across the company and finally met with an agent who could assist me with this mystery account. I told the agent that this account was not showing on my credit and I requested a debt validation letter. The agent approved my request and notified me that I should be receiving the letter via email. I asked if a balance due letter and debt validation letter were the same and the agent confirmed that they are not the same, which aligned with the information that I had researched. I thanked the agent and asked to be transferred to the department that could assist me with the account that I was requesting assistance for earlier. I was transferred to the department I was speaking with originally that denied my request for a debt validation letter. I spoke with an agent where I stated my request for a debt validation letter who then transferred me to another agent in that department who then read off the notes from my call with the supervisor earlier. I let this agent know that I had spoken with someone from a different department who approved my request for a debt validation letter and I'm calling for clarity on why this department can not do the same. This agent told me that they would speak with the agent I spoke with prior ; however, I had spoken to at least 2 to 3 agents before speaking with this agent which was after speaking with the supervisor. The agent insisted that they knew who I had spoken to and they put me on hold. This agent resumed the call saying that they confirmed that there has been a balance due letter requested on my behalf. I informed the agent that the representative who confirmed that a balance due letter and a debt validation letter was the person I spoke to when requesting information about a different account and they were in a different department. This agent seemed surprised and transferred me over to the supervisor again. Shortly before being transferred to the supervisor, I began recording the call. In a nutshell, I asked for clarity on why my request for a debt validation letter was denied and a balance due letter was being requested in lieu of what I was asking for. The supervisor denied that this was the case and continuously told me that the balance due letter was similar as a debt validation letter. I reminded the supervisor that a debt validation letter was required by law while a balance due letter is not. After our call concluded, I called the CFPB and before deciding to submit a complaint, I asked the representative if I am correct to believe that a balance due letter and a debt validation letter is not the same and I was told that I am correct. Note : I have not received any correspondence from Transworld that details when and how this debt was acquired, there have been no communications between me and Transworld Systems prior to today, and my credit and ability to find housing have been impacted. Please note : the portion of the call I recorded was XXXX mins long and is too long for me to upload and I can not get a transcription of the call.

Company response to consumer: Closed with explanation