Consumer complaint received 2024-10-02 00:00:00
Product: Debt collection — Credit card debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Alorica Inc.
State: NH

Complaint narrative:
Monday XX/XX/XXXX24 - Received XXXX phone calls from XXXX ( XXXX ) XXXX - XXXX ( Did not answer as I did not recognize number, was not out of bed ) - XXXX ( Did not answer as I was in a meeting ) - XXXX Answered the call - Agent who called was incredibly difficult to understand. 
- At first it sounded like they said they called from XXXX _____ ( remainder was unintelligible ) - Finally was able to gather that they were calling from ( SST ) Systems and Services Technologies. 
- XXXX stated they were calling to collect a debt. 
- Attached email from XX/XX/XXXX shows that they explicitly stated If you are currently set up on an Electronic Payment with XXXX XXXX where your payment is automatically withdrawn from your checking account this will continue to occur. Please note that any customer enrolled in the Electronic Payments will not receive monthly statements. 
- Knowing I had already set up electronic payment with XXXX XXXX, I knew that they should have had my payment. 
- Asked to speak to a XXXX  as I was struggling to understand the XXXX  AND did not believe I was indebted to them for XXXX. 
- XXXX stated that supervisor said there was no need for them to take the call. 
- I made it clear that this was unacceptable, there was a need for me to speak to them and that they needed to tell their supervisor it was non-negotiable. 
- XXXX attempted to ask me for my last 4 digits of my social security number before connecting me to XXXX. 
- I refused stating, You cold called me. I will not be giving you PII ( personally identifiable information ). 
- XXXX connected me to supervisor. 
- XXXX doubled down stating I owed them for XXXX. 
- Read the XXXX  the quote from their XX/XX/XXXX email stating if I had electronic payment established with XXXX XXXX, it would continue with them. 
- XXXX confirmed, We have your EFT on file, however, we didnt take it out for some reason. 
- My response was, If you have it on file, then it is not my problem if you didnt take the payment out. I should not be getting XXXX phone calls in XXXX day telling me I am in debt and delinquent on my account. That is XXXX XXXX. 
- I had sworn at least once before this out of frustration, not insulting the XXXX  directly, but expressing my extreme frustration with being treated like a person dodging their financial responsibility when it was no fault of my own that they had not collected XXXX payment. 
- XXXX reprimanded me for language and I told him to grow up. 
- Ultimately told XXXX  I would not be paying for XXXX as the text messages I received indicated payment was coming out XX/XX/XXXX. I also said that I would not pay any penalties for XXXX as non-payment was not my fault. 
- XXXX refused to admit the company was at fault. Told me I would still be accountable. Told him I would file a complaint with any and all entities I could. 

Tuesday XX/XX/XXXX - Received XXXX phone calls from XXXX ( XXXX ) XXXX made XXXX outbound call to them - XXXX ( incoming call before I was awake ) - XXXX ( incoming call which my phone did not allow me to answer ) - XXXX ( outbound call to SST to try and gather information for my complaint including account balance ) - XXXX ( incoming call while I was on the phone with an agent ) - Spoke to agent to get my account balance for this complaint and for my own records - XXXX  was polite and helpful, however, the XXXX  could not sufficiently explain why they were calling me delinquent on the account when they had all information necessary to make an ACH/EFT withdrawal. 
- XXXX  said, ACH is broken - I asked, How is it broken. 
- XXXX  said, Well, it is not broken but its just not coming through- Asked for supervisor as this was not sufficient for me. 
- XXXX explained that it was not that ACH is broken, it is that they are legally required to give 10 days advance notice before making any withdrawals. 
- I asked, If that is the case, they notified me on XX/XX/XXXX via email. They could have taken the payment out by now. Why am I getting multiple calls a day? Why am I being asked to pay manually? 
- XXXX explained, Well, this is how they want us to handle it. They want us to educate the customer. 
- I refuted, This is not educating, this is harassing. Yourself, the other XXXX, and the XXXX  I just spoke with confirmed you have my ACH/EFT information XXXX The email said payments would come out of my account automatically. I should not be getting multiple calls a day saying you are trying to collect a debt. 
- XXXX agreed but stated, Thats just how they want us to handle it. 
XXXX Said to supervisor, I dont want to pay XXXX manually when the fact that you all did not receive my payment was due to your own inactions, not mine. But Im also not going to accept any penalties as a result. 
- XXXX explained the best she could do was use XXXX of my XXXX free passes ( I forget what she called them ) but basically exceptions for a missed payment. 
- I explained, Again, I didnt miss a payment through any fault of my own. The company failed to process my payment. I should not have to use that. I did nothing wrong. 
- She explained the company wouldnt see it that way. 
- Ultimately, I did not want to deal with any more harassing phone calls or penalties, so I opted to make the payment with her on the line for {$78.00}. 
- I thanked her for clearing things up for me, but explained that I would still be making a complaint about the company as this was all incredibly unethical. 
- Call ended cordially - XXXX ( incoming call I answered while on a walk with my dog ) - I said, Hello? 
- XXXX introduced themselves, but I struggled to understand them clearly at first. 
- Recognizing the number I asked, What is the reason for your call? 
- The XXXX  started, I am calling because you owe oh, I can see you spoke to a supervisor today. 
- I said, Yes, but I asked the reason for your call. 
- XXXX, Well maam, we have an automatic dialing system. 
- I responded, Yes, but what was the reason for the call? 
- XXXX, We have an automatic dialing system - Myself, I understand that, but I am asking the reason for your call. Surely when the system autodials it tells you why you are reaching out to the customer. 
- XXXX, We have an automatic dialing system - Myself, Sir, I understand that, but are you calling to collect a debt? 
- XXXX, We have an automatic dialing system - Went back and forth between these phrases a couple times. 
- I finally said, Sir, it is a yes or no question, are you calling to collect a debt? 
- The agent finally admitted that he was, but he could see it was paid earlier. 
- I said, I would like to speak to XXXX, the XXXX  I spoke to earlier. This is the XXXX time you all have called today. This is unacceptable, especially where I have already made a payment. 
- XXXX, Well XXXX, I will need the last XXXX of your social to connect you - I responded, Absolutely not. You called me. I do not need to provide you with PII. 
- XXXX said, Well then XXXX, I can not help you. 
- The XXXX gave some scripted call close and hung up. 

In total, I had XXXX incoming calls in less than XXXX hours asking for payment which SST could have taken out at any point after XX/XX/XXXX 2024. These calls were harassment. Especially the XXXX when I had made a payment manually that I truly dont believe I should have had to have made in the first place.

Company response to consumer: Closed with explanation