Consumer complaint received 2026-05-14 00:00:00
Product: Debt collection — Credit card debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Firstsource Business Process Services, LLC
State: NC

Complaint narrative:
CFPB COMPLAINT FEEDBACK RESPONSE Consumer : XXXX XXXX Case Number : XXXX Company : Firstsource Advantage , LLC Response Date : XX/XX/year> I am rejecting Firstsource Advantage 's response as materially inaccurate and, in several specific instances, directly contradicted by timestamped documentation. The following addresses each of their key claims in sequence. ISSUE 1 : THEIR RESPONSE ADDRESSES THE WRONG ACCOUNT My complaint specifically concerned the XXXX XXXX account ( ending in XXXX ) and the post-notice harassment related to that account. Firstsource 's response dedicates the majority of its content to the XXXX XXXX account ( ending in XXXX ), which was not the subject of this complaint. This is a deflection, not a response. ISSUE 2 : THEIR CLAIM " NO RECORD OF RECEIVING CORRESPONDENCE DATED XX/XX/year> '' This is false and directly contradicted by third-party tracking data. On XX/XX/year> at XXXX XXXX, I sent a formal cease-and-desist and debt validation demand to Firstsource Advantage at XXXX email addresses : - XXXX ( their outbound collection address ) - XXXX ( their listed correspondence address ) XXXX email tracking embedded in the sent email recorded the following : XX/XX/year> at XXXX XXXX : Email opened ( XXXX minutes after sending ) XX/XX/year> at XXXX XXXX : Email opened again The cease-and-desist was received and read. Twice. Their statement to the CFPB that they have " no record '' of this correspondence is not credible and is contradicted by objective third-party tracking data, which I am prepared to provide. Note : The first email address ( XXXX ) returned a delivery failure ( XXXX XXXX relaying denied ), which I have also documented. This means Firstsource operates an outbound-only email address they can contact consumers but have configured their system to prevent consumers from replying. This created a structural barrier to written communication while maintaining plausible deniability about receipt. ISSUE 3 : THEIR CLAIM " ALL COLLECTION ACTIVITY CONDUCTED IN ACCORDANCE WITH APPLICABLE LAWS AND REGULATIONS '' This claim is false on XXXX independent grounds. GROUND A POST-NOTICE CONTACT IN VIOLATION OF CEASE-AND-DESIST : My cease-and-desist, documented as received at XXXX XXXX on XX/XX/XXXX, explicitly prohibited all telephone, text, and voice contact. Despite this : XX/XX/year> at XXXX XXXX : XXXX XXXX XXXX left a voicemail. This occurred XXXX minutes after the second confirmed email open ( XXXX XXXX ). The audio recording of this voicemail has been preserved. XX/XX/year> at XXXX XXXX : Agent XXXX XXXX left a voicemail. The audio recording of this voicemail has been preserved. These are not disputed contacts. They are named agents, with timestamps, with audio recordings, calling after documented receipt of a written prohibition. GROUND B COLLECTION ACTIVITY ON A RECALLED ACCOUNT : On XX/XX/year>, I called XXXX XXXX directly. During that recorded call, an XXXX XXXX representative XXXX XXXX XXXX XXXX confirmed the following when I raised the issue of ongoing contact from Firstsource Advantage : " Yeah, they don't have this anymore. They don't have it, yeah. Because we it has recently been recalled, right? So it was with them, or maybe, but now they this has been recently recalled. So you are directly speaking with XXXX XXXX now, so your call has been routed to XXXX XXXX directly. '' On that same date XX/XX/year> XXXX XXXX executed a formal settlement agreement with me directly, confirming the account was under their management. The settlement confirmation email from XXXX XXXX, dated XX/XX/year>, is attached. Firstsource 's response to this complaint makes no mention of this recall. They state only that " XXXX XXXX placed a separate account ending in XXXX with our office for collection '' without disclosing that the account was subsequently recalled prior to or concurrent with the cease-and-desist. Every contact Firstsource made after the recall date was made without legal authority from the original creditor. ISSUE 4 : THE CALLER ID CLAIM Firstsource states : " The telephone numbers used to contact consumers are configured to display our company name for transparency, consistent with the screenshots submitted by XXXX XXXX XXXX. '' This is inaccurate. The phone numbers that appeared in my call log did not display a company name. I added agent names to my personal call log after the fact, as organizational notation, once I was able to match numbers to correspondence. The caller ID on my device showed numbers not a company name. Failure to meaningfully identify the caller on outbound collection calls is a violation of 15 U.S.C. 1692d ( 6 ). SUMMARY Firstsource Advantage 's response contains at minimum XXXX statement that is directly and objectively contradicted by third-party documentation : their claim that they have no record of receiving my XX/XX/XXXX correspondence. HubSpot tracking data shows the email was opened at XXXX XXXX that same day XXXX minutes after it was sent. Their response also omits the central fact underlying this complaint : that XXXX XXXX had recalled the account before or concurrent with my cease-and-desist, a fact confirmed by a recorded XXXX XXXX representative on XX/XX/XXXX and corroborated by a formal settlement agreement executed that same day. I am requesting that the CFPB note the following for the record : 1. Firstsource made a materially false statement to this agency regarding receipt of consumer correspondence. 2. Firstsource conducted collection activity on a recalled account without legal authority from the original creditor. 3. Firstsource continued telephone contact with a consumer after documented receipt of a written cease-and-desist, with named agents and preserved audio evidence. 4. Firstsource operates an outbound-only email infrastructure that prevents consumers from providing written notice through the same channel used to contact them. I am prepared to provide all supporting documentation HubSpot tracking data, audio recordings of both voicemails, the redacted XXXX XXXX call transcript, the XXXX XXXX settlement confirmation email, and the email bounce receipt upon request or for submission to any investigative or legal proceeding. XXXX XXXX XXXX XXXX, XXXX XXXX ATTACHMENTS REFERENCED : 1. XXXX email tracking screenshot ( opens : XX/XX/XXXX at XXXX XXXX, XX/XX/XXXX at XXXX XXXX ) 2. Email headers showing delivery to XXXX ( XX/XX/XXXX, XXXX XXXX ) 3. Email bounce receipt from XXXX 4. XXXX XXXX call transcript REDACTED ( XX/XX/year> ) 5. XXXX XXXX settlement confirmation email ( XX/XX/year> ) 6. Voicemail audio XXXX XXXX ( XX/XX/XXXX, XXXX XXXX ) 7. Voicemail audio XXXX XXXX ( XX/XX/XXXX, XXXX XXXX )

Company response to consumer: Closed with explanation