Account Resolution Corp

Account Resolution Corporation (ARC) received this complaint 12681606 on 2/13/18.  The consumer indicates in the complaint that she paid an account in full and would like a confirmation email/receipt.  The consumer requests that ARC send her the receipt.  The consumer indicates that...

she was hung up on twice. The consumer paid the account on 2/7/18 and requested a payment receipt.  Consumer called back to ARC on 2/12/18 asking about the payment receipt.  The payment receipt was emailed to the consumer on 2/13/18.  ARC received the complaint on 2/13/18.  The email address in the complaint was a different email address than the consumer had provided on 2/7/18 and 2/12/18.  [redacted]., President of ARC emailed the consumer another payment receipt on 2/13/18 to the email address that was in the complaint. Upon receipt of the complaint, ARC immediately reviewed the recorded calls at phone numbers related to the consumer.  The behavior described in this complaint is unacceptable and certainly not how business is conducted at ARC.  ARC can find no documentation of this behavior relating to this consumer.  There are no call recordings or notes on the account that document ARC hanging up on the consumer.  [redacted]., President of ARC did reach out to the consumer by phone on 2/14/18 to discuss the complaint.  The consumer did acknowledge that she received the payment receipt by email.  Mr. [redacted] also communicated to the consumer that there was no evidence of two hang ups on calls with the consumer.  As Mr. [redacted] explained this, the consumer used a curse word and terminated the call.  Our office is in receipt of Revdex.com complaint 12681606 on 2/13/18.  For all the reasons identified above, our office considers the complaint closed and resolved.  Please contact our office if you have any additional questions.  Thank you.

Initial Business Response /* (1000, 5, 2015/08/17) */
On 8/4/15, our office received Revdex.com complaint #XXXXXXX. On April 23, 2015, our company, Account Resolution Corporation (ARC), was hired by a creditor to collect an unpaid balance due of $279.42 referencing ARC account number...

of 5123580 (account). The consumer indicates they received a letter on this account for her spouse and went to the ARC website and set up a payment plan. The creditor provides credit reporting criteria to our office for their accounts. One part of the criteria for this client is for accounts to report to the credit reporting agencies 90 days after placement in our office. This timeframe made the account eligible for credit reporting on 7/23/15. Unfortunately, payment plans do not by themselves stop the credit reporting process because one can never be certain the payment plan will be executed for final payment in full. To accommodate this, our office reports to the credit reporting agencies any subsequent updates on the balance which may include but is not limited to payments which reduce the balance. Our office spoke to the consumer on 8/3/15 to explain the credit reporting process. The credit reporting process does not have anything to do with whether or not we speak with someone. The ARC representative was attempting to explain on the call that if the consumer would have discussed the account with our office over the phone that the credit reporting process could have been explained to the consumer if there were questions. Because the credit reporting process is subject to a wide variety of factors, it would be nearly impossible to efficiently address the concept in a general sense through letters or a website. To discuss, one needs to talk about specifics which is what happens when consumers call our office. As a courtesy related to the confusion on the account, our client agreed to remove the account from credit reporting. This was explained to the consumer in the call on 8/3/15. Our office submitted a request for credit reporting deletion on the respective account on 8/9/15.
The complaint references our office closing at 5pm. Our office hours are M-Th 8am-7pm CST, Fr 8am-4:30 CST. Any calls made by the consumer during these hours were answered. Consumers can call after these hours and leave a voice mail message requesting a call back during our office hours. The consumer didn't leave an after hours message for a call back.
The consumer's desired resolution is that our office remove this account from credit bureau reporting. Our office submitted a deletion of the account to the credit reporting agencies on 8/9/15. Our office ran account reporting reviews on 8/13/15 and the account was not reporting at that time. The consumer's desired resolution also references restoring points related to a credit score. That subject would be a question that the credit reporting agencies could answer/address because they create those scores. It is our understanding that a deletion of an account from credit reporting would serve to eliminate the entire history of the account and its impact on a credit score, therefore, meeting the consumer's request.
If you or the consumer have any additional questions, please contact our office. Absent receipt of information to the contrary and the fact that we were able to meet the consumer's request for credit bureau removal, our office considers the complaint resolved. Thank you.
Sincerely,
[redacted] Jr.
President

On 7/27/17, Account Resolution Corporation (ARC) received Revdex.com complaint # [redacted].  The consumer in the complaint indicates that the insurance did not make full payment and paid bill late.  Per the consumer, the account has been paid and would like the account removed...

from credit reporting. ARC’s records do reflect the account as paid in full on 6/16/17.  Upon receipt of this complaint, ARC reached out to the creditor regarding the complaint.  The creditor indicated the insurance paid the correct amount.  The date of service was 8/29/16 and the insurance paid on 9/12/16 which would not be considered late.  The consumer paid in full the portion deemed their responsibility on 6/16/17.  ARC updated the credit reporting agencies on 6/19/17 that the account was a zero balance and paid in full. [redacted], President of ARC called the consumer to discuss the complaint on 8/7/17 and 8/8/17.  On 8/8/17, Mr. [redacted] spoke with the consumer regarding the complaint and the account.  Mr. [redacted] explained the credit reporting process, answered her questions, and explained how the account would report and that ultimately a request to the credit reporting agencies for the removal of the account would occur the week of September 4, 2017.  The paid in full account would be reported for June, July, and August and that our office would no longer credit report (a request for deletion) for the accounts as of 9/3/17 because of the accounts in a return status to the creditor.  A request for deletion of the accounts based on the return status would be submitted to the credit reporting agencies the week of 9/3/17. The consumer indicated she didn’t know how the process worked.  She thanked Mr. [redacted] for his help, confirmed that the call was handled in a professional manner, and requested a copy of a Paid in Full letter that details the credit reporting policy.  This was emailed to the consumer on 8/8/17.  Sometimes the wording on letters to explain the account history or satisfy third parties such as lenders can require much back and forth customization.  ARC does want to be sure the consumer has the desired letter.  If the consumer does not and reaches out, ARC will continue to work with the consumer to address this.  Often times, the customization of letters can require some back and forth communication with the consumer.     ARC is available to discuss the complaint at any point in time with the consumer.  Since the credit reporting appears to be accurate, the consumer has paid the account, the consumer has received requested letters, and the account is closed at ARC, ARC considers the complaint resolved and no further action necessary. If you or the consumer have any additional questions, please contact our office.  Absent receipt of information to the contrary, our office will consider the complaint resolved.  Thank you. Sincerely, [redacted]President