ACG Processing

Response: We have reviewed the file and call recording associated with *** *** and would first like to take this opportunity to apologize for the mishandling of the call if Ms*** feels that the call was handled in anything less than a completely compliant and professional mannerWe have
reached the conclusion that there was a general misunderstanding that took place over the course of the call with the customerOur call center representatives have scripts that they are required to followIf the customer has questions that the call center representatives are not equipped to handle, we have a system in place for escalating the call to managementIn order to escalate the call, we require that the call center representative verifies the identity of the customer, makes the customer aware of the nature of the correspondence, makes the customer aware of the name of the client that we are calling on behalf of and the purpose for the call as well as any general account informationOn occasion when we receive a call from an irate or upset customer it becomes
difficult to verify the identity of the consumer which limits our ability to properly answer questions to the
customer's satisfaction. Ms*** had contacted our office while a team lead was in the process of training a new associateShe had reached the line of the trainee and a team lead was monitoring the callThis is not uncommon, however it does tend to increase the hold times as the team lead needs to advise the trainee how to proceed if the call strays from the scriptsIt is our belief that the miscommunication came in our inability to properly verify the identity of Ms*** to the team lead's satisfaction in order to escalate the callMs*** was asking questions that could not be answered without first verifying identifying information, which Ms*** was hesitant to doAs a result she was only able to receive vague information regarding hypothetical reasons a company like ACG Processing may be reaching out to her in order to convey the importance of verifying the personal informationThe team lead had concerns that the person on the line may not have been the correct party and advised the trainee to not divulge any personal information until we verified the identity of the callerAs soon as the call reached a point where the team lead believed the call needed to be escalated to management, Ms*** was placed on hold and had disconnected the call before the transfer could take placeA member of management attempted to reach out to Ms*** and the call was not returnedResolution: My name is Aaron
Cand I am the General ManagerI would be happy to speak with Ms*** directly and provide her with any necessary documents to further clarify the nature of the callShe can reach me directly at ###-###-####, this is my direct lineIf for any reason I am unable to take the call at the time she chooses to call, I will personally respond at my earliest convenienceI will go over all of the information we have been provided and send over correspondence to verify the informationIt is however important that Ms*** understands that we are required by law to verify specific personal information before any correspondence can be sent out to avoid any further misunderstandingsCompany protocol requires us to status an account as a 'Refusal' if the individual is not willing to answer the prerequisite questions to verify the identity beyond a reasonable doubt regardless of what the consumer statesI apologize if you feel this is incorrect, however it is due to compliance lawsThank you, Aaron C., Office Manager ACG Processing