Consumer complaint received 2023-11-10 00:00:00
Product: Debt collection — Rental debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Rowland Avenue Management, Inc. A/KA Columbia Debt Recovery, LLC d/b/a Genesis
State: CA

Complaint narrative:
There was a technical error in the property manager 's rent collection software. It debited the wrong amount from our account, resulting in a late fee of {$470.00}. This was part of an outstanding balance of {$750.00}. On move-out day, I spoke in person with employees of XXXX about the error, and they informed me that they would correct this error. I informed them I would pay the outstanding balance when they made the correction. Move out date was on XX/XX/XXXX. 

They did not make the correction. They instead called me twice on my cell phone over the next few months trying to collect. Both times, I informed them of what happend, and both times they agreed to call me back when the issue was corrected. They did not correct it. 

On XX/XX/XXXX, I received a letter in the mail from XXXX demanding payment again. I contacted XXXX as requested by their email with the following email : Hello XXXX team, Today I received a letter in the mail stating that we have an outstanding balance of {$750.00}. On our last day in the building we had a conversation with the leasing office about the late payment. The late charge was a result of an error in XXXX. On XX/XX/XXXX I pre-paid what XXXX  said was due. Unfortunately, for the month of XXXX the rent was at a higher rate ( as per our agreement ). However, XXXX  on the day before had not yet updated the change. When I spoke with the leasing office they were understanding and told us that they would remove the outstanding late fee and then email us once it was corrected. However, it seems as though they must have forgotten to do so. I promised to pay the outstanding balance once this was corrected. With the late fee removed and the additional {$15.00} dollar late fee the balance should be {$280.00}. We are happy to pay this once the late fee is removed. 

Best, XXXX and XXXX They acknowledged receipt with the following : Hello XXXX and XXXX, Thank you for your response. However, we are unable to locate an account in our office here at the XXXX Receivables Department. Please inform us of your unit number, the name of the community you had moved out of, the moveout date, and/or your statement account number, if available. With this information I will be able to research your move out account. 

Thank you, XXXX XXXX Support Specialist, Receivables Department Greystar | XXXX XXXX XXXXXXXX | XXXX XXXX WA XXXX o XXXX | XXXX | XXXX To which I replied : Hey, we just moved out of XXXX  XXXX in XX/XX/XXXX On XX/XX/XXXX I received another attempt to collect the same debt. Unfortunately I don't replly until XX/XX/XXXXXXXX  since I didn't notice the message until later. When I replied that I would like to speak to a representitive about the debt to dispute it, I didn't get a reply. 

Afterwards I received calls from Genesis credit attempting to collect the debt. I disputed the debt, forwarding them the email correspondence. However, they just denied the dispute without explanation.

Company response to consumer: Closed with explanation