CFPB Complaint

Capital Accounts, LLC – CFPB Complaint ID 2761150

Consumer Complaint Submission

Date Received: 2017-12-20T00:00:00

Product: Medical debt

Issue: False statements or representation

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I had an outstanding debt of {$330.00} for an XXXX visit that the office did not make me aware of. I only became aware of this balance when I was contacted by debt collection agency Capital Accounts. Their mailing address is listed as XXXX. XXXX XXXX, XXXX, TN XXXX. Their phone number is XXXX.

I was contacted by Capital Accounts in XX/XX/XXXX and this was the first time I was made aware of this outstanding debt. At that time I was offered a payment plan of {$40.00} a month to be paid on the XXXX of each month. I gave the Capital Accounts representative my credit card account information so they could automatically process the payment each month. Capital Accounts charged {$40.00} to my credit card on the XXXX of XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX for a total of {$240.00}.

After XXXX XXXX my outstanding balance was {$95.00} with Capital Accounts. On XXXX XXXX I requested that the payment plan be cancelled so I could pay on their website ( XXXX ), which would allow me to split the remaining amount into 3 payments. This would lower my monthly payment to {$31.00} for XXXX and XXXX, and {$31.00} in XXXX. The Capital Accounts representative agreed to this request and cancelled my {$40.00} a month payment plan for the XXXX of each month.

When I logged in to the Capital Accounts website on XXXX ( less than 30 days since my last payment ) to initiate the 3 payment installments on my {$95.00} balance I saw that the balance was increased and displayed as {$110.00}. I immediately contacted Capital Accounts about this and received many different reasons why this additional amount was added.

First I was told that my XXXX payment was processed on the XXXX and not the XXXX and was considered ” late ” so interest had been added. I pointed out though that in XXXX my credit card had been on file and Capital Accounts had been processing the automatic payments so it was impossible for me to be ” late ”. When the representative realized their reasoning was not well thought out they moved on to the next excuse why Capital Accounts charged me interest.

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When the ” late ” XXXX payment was proven to be impossible on my part then it was stated that since I cancelled my payment plan on XXXX XXXX and did not pay the remaining balance immediately that this is why the interest was charged. I indicated that my payment due date had been the XXXX of the month and that today ‘s date was only XXXX XXXX so again I am not late. The response I then received is that if a payment plan is not in place the debt accrues interest.

After speaking with a supervisor named XXXX XXXX I was able to get this interest charge removed. However, he told me that if I did not make a payment by the end of business on the next day, XXXX, that the interest would again begin to accrue. When I indicated I would like to set up the 3 installment payment for the remaining {$95.00} he told me that ” if it were him he would just pay his bills and not try to get out of paying for as long as possible and not try to get out of interest being charged for as long as possible ”.

I am contacting The Consumer Finance Protection Bureau to make them aware that : 1. Capital Accounts is charging interest on debt where the original debt did NOT have an interest accrual agreement.

2. Even when individuals are paying off their debt every month and there is n’t a 30 day lapse in time for non-payment Capital Accounts is charging interest.
3. Capital Accounts gave multiple reasons ( aka excuses ) why this interest was charged and continually changed the reasoning based on my response. This shows that this decision is n’t related to any outlined policy and is just an attempt to fraudulently collect more than the debt itself.
4. Capital Accounts employs individuals at the supervisory level, like XXXX XXXX, who put down individuals who are paying off their debt timely every month in attempt to shame them into not taking an installment payment plan which is offered on Capital Account ‘s own website ( screenshot attached as proof of 3 installment payment plan ).

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Company: Capital Accounts, LLC

State/Zip: NY 110XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2761150

The above data is from the Consumer Financial Protection Bureau. Keep in mind that every company will get a complaint from time-to-time, even the great ones. But there are a few key data points that will give you an idea about how well the company values their customers and handles consumer issues.

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