CFPB Complaint

The CBE Group, Inc. – CFPB Complaint 2017-08-20

Consumer Complaint Submission

Date Received: 2017-08-20

Product: Other debt

Issue: Attempts to collect debt not owed

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I initiated a call to The CBE group on XX/XX/XXXX. I spoke with a supervisor named XXXX. I was inquiring about paying a collection account in the amount of {$210.00} that we had just learned about from XXXX. We learned of this account from a mortgage company that we are working with to purchase a home. I explained to XXXX that I was willing to pay the account off if it would be deleted from our credit report. I was very clear with her that our mortgage company said that our loan would not go through underwriting unless this collection account was deleted. The mortgage company said that the loan could not go through if the account just showed paid. I asked XXXX on at least 3 separate occasions during this call if she could assure me that it would be deleted if we paid the account. She said that it would be deleted. I paid the account, she gave me a confirmation number and confirmed my email address so she could send a receipt. After waiting for the receipt to show up and it never did, I called The CBE Group back on XX/XX/XXXX. I spoke to a man named XXXX XXXX. I explained the situation to him and told him that I had never received a receipt and that our mortgage company was also requesting a letter of deletion so they could process our loan. He informed me that they did not provide letters of deletion and that the only thing that they could do was update the account on the credit report to show as paid. I explained to him again that the mortgage could not go through underwriting if the account just showed paid, it had to be deleted. He said that they never deleted only updated accounts. I told him that XXXX had promised me that if I paid with a credit card by phone on the day that I called in, that it would be deleted but it might take up to 30 days to show up. He agreed to listen to the phone conversation because all calls are recorded. After listening to the phone conversation he said that he thought that the process was not explained to me correctly and offered to refund the payment that I had made. I told him that I did not want the money back that I just wanted the account deleted so we could buy our home. He said there was nothing he could do.


Company: The CBE Group, Inc.

State/Zip: KY 421XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2609535

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