Consumer complaint received 2025-12-10 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: Alorica Inc.
State: FL

Complaint narrative:
My account was originally serviced by XXXX before being transferred to SST. In early 2025, I noticed a serious discrepancy between my final XXXX statement ( showing a balance around {$4500.00} ) and the significantly higher balance SST began reporting ( nearly {$10000.00} ). I had not made any new draws that could explain an increase of this size. 

I submitted a written dispute in XX/XX/year>, following the instructions given to me by an SST representative. I did not receive any acknowledgment, investigation results, or documentation from SST. 

In XX/XX/year>, after discovering late-payment marks on my credit report, I submitted a second written dispute. Again, SST did not acknowledge my dispute, did not provide any investigation results, and did not notify me about the accounts status. 

Despite having my correct phone number and email, SST later claimed ( during a recorded call ) that they attempted to contact me at incorrect or incomplete phone numbers, including a number that I have never owned. They also admitted they do not have record of which number they called. No voicemail was ever left, and no written communication was ever sent regarding the dispute, late payments, or charge-offdespite their obligation under the FCRA to notify me. 

During my phone call with SST on [ recent call date ], the supervisor ( XXXX XXXX ) informed me of the following : SST could not process a dispute because I had not made a recent payment which is a violation of the FCRA, as dispute rights do not depend on payment status. 
The account had already been charged off, despite my dispute being unresolved and without any written notice. 
SST considers the dispute resolved, even though I was never contacted or provided any documentation. 
They refused to escalate the matter to a higher supervisor or reopen the investigation. 
They could not identify who handled my dispute, the date it was allegedly resolved, or provide any written record of that resolution. 
They admitted that the balance SST is reporting is based solely on data transferred from XXXX, but they could not provide documentation validating that the transferred balance was correct or explain the sudden {$6000.00} increase. 

Key procedural failures : XXXX. Failure to acknowledge or investigate disputes submitted in XXXX and XX/XX/year>. 
XXXX. Failure to provide any written results of the dispute, as required by the FCRA. 
XXXX. Continued negative credit reporting, including late marks and a charge-off, while a dispute was pending. 
XXXX. Failure to notify me of late payments, delinquency status, or charge-off. 
XXXX. Use of incorrect phone numbers during alleged contact attempts, while failing to leave voicemails or send written notices. 
XXXX. Refusal by a supervisor to escalate the issue or provide the name/contact of the person who denied the dispute. 
XXXX. Inability to validate or explain the large balance discrepancy in the Tally-to-SST transition. 
XXXX. Reporting an inflated balance without providing any supporting documentation. 

None of the required communication steps mandated under the FCRA were followed. SST effectively denied or dismissed my dispute without ever conducting a proper investigation or notifying me. 

I am requesting CFPB assistance to require SST to : Properly reinvestigate the dispute, Validate the balance transferred from Tally, Provide written documentation supporting the reported balance, Correct or remove all negative credit reporting ( late payments and charge-off ), and Follow proper dispute-handling procedures going forward. 

This mishandling has caused significant harm to my credit and has left me without any documentation supporting the balance they are reporting.

Company response to consumer: Closed with explanation