ECMC Group, Inc. – CFPB Complaint 2018-05-24

Date Received: 2018-05-24

Product: Other debt

Issue: Attempts to collect debt not owed

Consumer Consent Provided to Share Complaint: Consent provided

Consumer Complaint: I received a notice of a tax levy against me regarding unpaid Indiana State taxes … the amount was right under a XXXX. I started attempting to contact XXXX XXXX for almost 3 weeks, calling the number listed on the letters from them, never getting a live rep, only a voice mail stating they would call me back … after numerous messages and no return calls from anyone … I finally made contact on Thursday XX/XX/XXXX. I spoke with XXXX..verified the amount and told her that I had a family member willing to put this on their credit card on that day if they could assure me that the garnishment would not take place and that they would notify my payroll dept right away. She assured me that if I paid that no money would be garnished out of my next pay on XX/XX/XXXX. I gave her permission to speak to my Mom, and I would have her call XXXX back later that afternoon. XXXX suggested she would call me back around XXXX and we could conference in my mom to get the debt paid. XXXX never called me back … I actually took off work that afternoon and drove to my mom ‘s which is an hour and a half away from where I live and waited till XXXX and never received that call..Of course I tried numerous time to call XXXX back that day but would only get the general voicemail again. On Friday XX/XX/XXXX my mom finally got through and spoke to XXXX and again verified with her that no funds would be taken from my upcoming check on XX/XX/XXXX … XXXX again promised and assured my mom that if she paid the balance in full on that day, no funds would be drafted from my pay. XXXX put her supervisor on the phone, ( not sure what her name was, my mom did not remember ) and the supervisor confirmed the same thing that XXXX has been saying …. WELL, of course on XX/XX/XXXX XXXX was drafted from my account as a tax levy …. THIS COMPANY FAILED TO FOLLOW THROUGH, Which put me now in a financial hardship with my other bills and obligations … .. I called on XX/XX/XXXX and got ahold of a customer service rep, from a different number from their website, and demanded she not put me through to that voicemail and that I needed to speak with a live person …. I spoke to some guy, and I do not remember his name but he was very professional and polite … transferred me over to a very rude lady claiming to be a supervisor., think her name was XXXX or XXXX. I explain to her what happen and she said well XXXX would have never promised that …. Which of course XXXX me off right away … I told her her disclosures state all calls are monitored so I wanted her to pull the call and hear for herself. She very rudely told me that they put a notice in general mail to my payroll dept … Advised her XXXX advised otherwise, and she assured my mom that she would fax over confirmation that the debt was paid to my wife ‘s email, provided to XXXX by my mom..Which was never done, Again did not follow through … .I explain to XXXX, that I work for a very large financial institute and my sole job is dealing with complaints … .I review and root cause every complaint that comes through, via customer, social media, XXXX, attorney general, and CFPB, and that I would be filing a complaint about this … .She did not care and offered no solution or apology for their incompetence. She told me to file a complaint … did not care …. I ended up hanging up on her because I deal with a lot of financial supervisors, managers, directors and CEO ‘s and was just blown away of the lack of professional help this place offers …. I understand this is a collection agency, but I paid the debt in full, with the understanding and assurance that they would follow through on their promises … I did call back later that day with my mom conference in on the line and spoke to a different supervisor that was a little more professional and at least addressed the issues and apologized, and said that unfortunately once they get the funds they would send it back to my payroll dept … Well it is XX/XX/XXXX and those funds still have not been returned to me …

Company: ECMC Group, Inc.

State/Zip: IN 477XX

Company Response to Complaint: Closed with explanation

Was Company Response Timely: Yes

Did Consumer Dispute Company Response: N/A

Complaint ID: 2916978

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