Consumer complaint received 2022-08-25 00:00:00
Product: Debt collection — Private student loan debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Key 2 Recovery, Inc.
State: NE

Complaint narrative:
I recently submitted a complaint to Key2Recovery regarding an alleged debt. In the response from Key2Recovery, the agent on their behalf has password protected the documents that she provided. 

She didn't include the password. 

She also stated that I could call the number : XXXX and ANY of their agents would be happy to assist. 

I have a recorded call that i placed on XX/XX/2022 at XXXX to gain access to both of these password protected documents. Where I spoke with the first agent who stated she was a manager. She confirmed that the account number XXXX is not the actual account number with Key2Recovery who is now collecting the debt but is the account number of their client XXXX XXXX The same number XXXX that is reporting on my report, the same number that is also used on the documents sent from them through the CFPB. I gave this account number to the first agent and she was not able to find the alleged account. If this isn't the number I can use to access the alleged account with Key2Recovery then why is this number on my consumer report.

Key2Recovery is reporting false and deceptive account information on my consumer report.

The first agent who again stated she was a manager was not able to happily assist me with the password. So instead of offering another type of assistance. I had to ask for her supervisor which is when she told me that she herself was a manager. She didn't even know what the CFPB was. Seems as if their managers are not properly trained. 

She pretty much insulted my intelligence by stating " you want to speak to a manager even though I am a manager you want to speak with my manager '' I kindly said " Yes ''. Because clearly although she is a " manager '' she could not assist me so I'm not sure why she didn't offer that herself. 

She transferred me over to the next agent, XXXX, who also could not assist me and only focus was to start collecting on the debt through different mediums of communication. He wasn't truly trying to help me. 

But what I found to be very disturbing coming from the 2nd manager, agent, XXXX when I asked him what was the name of the agent that connected me to him. He stated " I don't know who you are talking about '' I said again " The agent that connected me to you stated you where her supervisor '' He didn't know her name again. It made me giggle so I stated, " You don't know the name of the lady that just transferred me to you who stated you where her manager? You don't know who you manage? '' Now I have managed for over 10 years in multiple different industries and there was never a time I didn't know someone I managed. After stating that he replied " XXXX XXXX. '' Now I don't want to have to release this call ( in the court of law ) because it was very disturbing how these agents of Key2Recovery do not have enough training to be able to assist alleged debtors. But what's even more disturbing the managers of this business have no idea about the CFPB, password protected documents, or who could assist me. 

Even more so how the agent that responded through the CFPB, the agents, XXXX and XXXX XXXX are also conspiring against me to collect on an alleged debt by deceiving, misleading and providing false information. Deceiving me to believe they were managers and that ANY agent of this company could assist me, misleading me to think I would be able to open these documents but it seem as a set up from the jump by not providing the password so that I would call in and consent to receive unwanted calls and emails from this company, and providing false information and furnishing deceptive forms and account numbers on my consumer report, all violations of the Fair Debt Collection Practices Act. 

Again I am asking the CFPB to step in for justice. 

Key2Recovery is a deceiving, false reporting, debt collection company with Mangers that conspire against consumers by willfully and knowingly disobeying the FDCPA and use carefully planned attempts to collect on alleged debt.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation