Consumer complaint received 2025-06-17 00:00:00
Product: Debt collection — Rental debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ProCollect, Inc.
State: TX

Complaint narrative:
I have been attempting to collect information about this debt being reported on my credit from ProCollect ( XXXX XXXX ) over the last two weeks. From the beginning, I have been transferred over to XXXX XXXX who has been extremely rude and refused to help. She will not answer my questions directly, instead she will answer with a question she needs answered in an attempt to collect an debt All of which I have already answered and they should have on file. I have attempted to explain that they are reporting an apartment complex on my credit that is different from what they say when I call. I asked XXXX XXXX for validation of debt she tells me its for a completely unrelated apartment complex ( XXXXXXXX XXXX ) I have never lived at. XXXX XXXX said no one else can help me and kept asking for me to pay the balance. The first time I called it was $ XXXX, last conversation XX/XX/XXXX its now over $ XXXX. When I asked for validation of debt she said they could not mail or email me anything and that I had until the XXXX to pay what I owe them. The XXXX time I called she finally told me to go online to procollect.com and to find a form to request an itemized bill. I got online and was unable to located such request as her help was extremely vague. I was able to chat with XXXX XXXX and another representative who let me know my account was restricted and only the account senior manager XXXX XXXX could assist via email. I sent XXXX XXXX an email requesting validation of debt which included all of my updated information ( Name/number/address ) and clear instructions on where to contact me and send my request for the validation of debt. I hadnt received a confirmation from him that he received my email so I attempted to contact him directly today XX/XX/XXXX but was transferred about 4 times to XXXX XXXX who said I could not speak with XXXX XXXX and that she was the one who received my email not him. She was rude and stated the itemized bill I requested was mailed to the last known address. I explained to her if they could please resend to my current address which I have given her over 8 times now and is on the email I sent. She cut me off and ended up releasing the call and said she was not going to be doing this back and fourth with me. I called about 3 more times trying to speak to a supervisor to file a complaint on her but kept getting transferred BACK TO XXXX XXXX. Then she would put on hold until I hung up and called back. I finally got a supervisor who I unfortunately dont remember the name to. She was also extremely unhelpful and told me after trying to explain the situation that we were on the phone way longer than they should be when attempting to collect the debt. I explained to her that she needed to let me finish and then she would understand why Im not calling to pay my debt. The apartment complex is not one I lived in and need validation of debt to prove that in my dispute. She began to make rude comments after I told her she needed to listen to understand, not listen to respond. She said she was releasing the call because she knows whats going on here. Then started making snarky remarks like shouldve just paid your bill and then hung up when I told her I would if it was accurate.

I am at a loss right now and do not know what else to do. I had no idea this was on my credit until recently
when I went to apply for a new apartment. The new apartment will not rent to me unless ProCollect sends a letter confirming the discrepancy or removes it from my credit. They are making it almost impossible to get some type of validation. Even after providing them with updated phone number and address they deliberately mailed the validation to a last known address. I called on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and multiple times again today XX/XX/XXXX. SEND HELP

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation