Consumer complaint received 2025-06-03 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: The Nguyen Law Firm, PLC
State: VA

Complaint narrative:
Complaint Regarding Unresolved Billing Discrepancy ( they charged me the incorrect amount ) and Lack of Professionalism I am writing to formally lodge a complaint regarding my experience with Nguyen Ballato, the law firm contracted for collections on behalf of the City of XXXX. On XX/XX/year>, I contacted the office to resolve a XXXX  ticket that had gone to collections and was prepared to pay the quoted amount as instructed. During my initial call ( under XXXX minutes ), the first customer service representative ( XXXX ) provided a total amount due, which I immediately wrote down and was ready to pay. XXXX confirmed that I would receive an email receipt. After the call, I reviewed both the receipt and the immediate notification from my bank and realized the charged amount exceeded what I was quoted. I promptly called back, thinking I was speaking to the same person. I explained the discrepancy and was then informed by another representative ( XXXX ) that XXXX claimed XXXX amount charged was correct. Despite my explanation that I documented the amount during the call, XXXX could not resolve the matter and placed me on hold to request a XXXX At this point, my concerns became more serious. XXXX expressed difficulty in reaching a XXXX, which was concerning. When I requested a review of the call, I was told the only immediate remedy offered was a refundsomething I did not request. I simply wanted clarity and accountability by reviewing the call to determine where the breakdown occurred. I even expressed that if there had been a misunderstanding, I would accept that, but I wanted the opportunity to hear the call for XXXX XXXX XXXX a XXXX would contact me the next morning. Instead, on XX/XX/XXXX, I received a call after XXXX PM from XXXX informing me that my payment had been refunded and it would take XXXX business days to process. Again, I reiterated that I had not asked for a refundI asked for a review. The decision to refund my payment without my consent not only delays my ability to resolve my XXXX stop and vehicle registration, but it dismisses my legitimate request for transparency and accountability. When I insisted on speaking to a supervisor, XXXX transferred me directly to a voicemail boxno name, no greetingnothing professional or appropriate. I called back, reached XXXX, and repeated everything. I then escalated my request to speak with a XXXX XXXX as at this point, the handling of my case had become unacceptable. In addition another XXXX has called me back to state the exact same thing but differently. This is XXXX business practices. I will continue to escalate the issue now, until resolved. This is negligence and incompetence at the expense of a simple XXXXThis entire process has been marred by : A lack of professionalism. Poor internal communication A refusal to provide transparency. An unapproved reversal of my payment, further inconveniencing me. I am incredibly disappointed that what should have been a simple payment transaction has become a frustrating and opaque process that impedes my ability to address a XXXX matter in a timely fashion. This experience reflects a serious lack of professionalism and consumer care from a law firm tasked with municipal collections. I hope that by bringing this matter to your attention, steps will be taken to improve internal practices and ensure no other consumers face similar treatment.

Company response to consumer: Closed with explanation