Consumer complaint received 2026-05-27 00:00:00
Product: Debt collection — Private student loan debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Continental Services Group, Inc. d/b/a ConServe
State: TX

Complaint narrative:
On XX/XX/year> at XXXXXXXX XXXX my daughter XXXX XXXX received a phone call from a ConServe representative regarding an alleged debt of {$30000.00} related to her student account at XXXX XXXX XXXXXXXX XXXX XXXXXXXX. We are formally disputing this debt for the following reasons : XXXX BALANCE AMOUNTS The alleged debt has been stated as XXXX materially different amounts by XXXX different sources within XXXX months : XXXX XXXX XXXXXXXX XXXX XXXX XX/XX/year> {$56000.00} XXXX XXXX XXXX XXXX XXXX XXXX approximately {$23000.00} ConServe representative XX/XX/year> {$30000.00} This {$26000.00} discrepancy demonstrates the debt has not been properly verified. XXXXXXXX XXXX XXXX XXXX XXXX initiated a comprehensive audit of XXXX 's account in XX/XX/year> that remains ongoing. ConServe contacted XXXX while this review was actively underway without our knowledge. XXXX NOTICE NEVER RECEIVED ConServe claims a letter was mailed XX/XX/year>. No such letter was ever received. The original XXXXXXXX XXXX collections notice was sent only to XXXXXXXX XXXX XXXX XXXX email address not her physical home address in XXXX Texas. XXXX had returned home before XX/XX/XXXX. XXXX REFERRED WITHOUT NOTIFICATION XXXXXXXX XXXX referred the account to ConServe on XX/XX/year> XXXX days before our family submitted a formal escalation letter to XXXX leadership. XXXX never disclosed this referral while simultaneously engaging with our family about the comprehensive review. During a phone call with XXXX XXXX XXXX XXXX of XXXX XXXX XXXX XXXX XXXX she declined to be recorded. Detailed notes were taken during the call. During this call XXXX XXXX XXXX stated the balance was approximately {$23000.00} significantly different from the {$56000.00} stated in the XX/XX/year> collections letter and the {$30000.00} stated by ConServe on XX/XX/year>. Our family never received any written communication from XXXXXXXX XXXX regarding the growing balance prior to the XX/XX/year> collections letter. We were never notified in writing that XXXX 's financial aid was being cancelled reduced or suspended. We were never notified in writing that her account was approaching collections. We were never notified in writing that the account had been referred to ConServe on XX/XX/year>. The first written notice we received was the generic XX/XX/year> Dear XXXX collections letter demanding {$56000.00} by XX/XX/year> while XXXX 's offices were closed for Spring Break XX/XX/XXXX through XXXX. XXXX AID ERRORS XXXXXXXX XXXX XXXX own financial aid office has identified errors in XXXX 's account including XXXX Need disbursements that should have been applied but were not. These institutional errors directly contributed to the alleged balance. XXXX XXXX The latter portion of the XX/XX/year> phone call was recorded in accordance with Texas state law and documents the representative 's statements about the balance amount referral date and alleged mailing date. XXXXXXXX XXXX XXXX XXXX XXXX XXXX original XXXX appeal filed with supporting dental documentation was lost during XXXXXXXX XXXX XXXX own financial aid system transition. The subsequent appeal was deemed insufficient a direct result of XXXX 's system failure not student negligence. We have submitted a formal written dispute to ConServe via certified mail on XX/XX/year> pursuant to our rights under the Fair Debt Collection Practices Act 15 U.S.C. 1692g requesting immediate cessation of collection activity pending debt verification and resolution of XXXX XXXX XXXX comprehensive account review.

Company response to consumer: Closed with explanation