DCM Services, LLC

Initial Business Response / [redacted] (1000, 6, 2015/09/08) */ Re: Case # [redacted] ; [redacted] Dear Sir or Madam: We apologize If we caused Ms [redacted] any inconvenience when we located a probated estate and filed a creditor's claim on behalf of the bank, our clientWe want to assure Ms [redacted] that our company obtained her information from the paperwork she submitted to the probate court, which is of public recordAlso, it is not clear who Ms [redacted] previously spoke with at the bank, but our company does have proper authorization to present claims for our client We confirmed that the Probate Court of Gwinett County received and filed the claim we presented on or around August 20, Although the Georgia Probate Code does not prohibit a claimant from presenting a creditor's claim before the Personal Representative is appointed, our company would be happy to re-present the claim, if directed to, after the notice to creditors is published Please understand that our company only presented the claim on behalf of our clientOur company is not involved in any follrelated to the claim or in the collection of the amounts due We forwarded your correspondence to our clientIf you or Ms [redacted] has any further questions, we recommend you contact the creditor directly at [redacted] Cordially, Martha [redacted] Senior Counsel, Compliance

Good afternoon, Please see our attached response to this complaint.Thank you,Meagan

Initial Business Response / [redacted] (1000, 7, 2016/01/04) */ This matter was referred to DCM Services, LLC by [redacted] based on information provided to DCM Services' client by Mr [redacted] 's family It appears that when [redacted] called to speak to Mr [redacted] , a woman at the residence told [redacted] that Mr [redacted] had "been dead for a while"That woman wanted more information about the matter, but the representative could not provide based on privacy concerns Our client reasonably relied on the representation that Mr [redacted] had passed away and transferred the file to our companyBefore sending letters, our company used publicly available databases to verify whether an individual has passed awaySometimes those databases are not as complete as we would like them to beThis makes it difficult to detect mistakes in data provided to us It is certainly unfortunate that a file was placed with our office indicating Mr [redacted] had passed away when this was inaccurate, DCM Services, LLC only sent one letter that is referenced in the complaint, and it has closed and returned the file to its clientPlease accept my apologies I do appreciate that you reported this mistake to our office, I updated our records to reflect the inaccuracy, and also our client updated their records as wellWe hope this explanation is satisfactory to the family Cordially, Martha [redacted] Senior Counsel, Compliance Calls may be monitored or recorded for quality assurance purposes Initial Consumer Rebuttal / [redacted] (3000, 9, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am the only woman at my address and I surley would not say my husband is dead when he is notAside from that it was not mentioned what steps will be taken to make sure this process does not continue by this company Final Business Response / [redacted] (4000, 11, 2016/01/18) */ We hope that Ms [redacted] did not think we intentionally ignored her request for an explanation on how our company would avoid contacting individuals who are not deceased in the future Our company uses information that is available to us to make sure we are not sending letters to living customersAs you can imagine, the information available to us is not always complete or accurateOur belief is searching those databases along with relying on the information [redacted] received from the individual about Mr [redacted] 's whereabouts was reasonable From time to time, we do receive matters where an individual has not passed away, We try to design procedures so as to be impervious to human error and prevent unintended consequences, but sometimes these things are inevitableWhen issues occur, we are quick to rectify the situation by apologizing for the mistake and updating our records At this time, I do not know what further information I can provide to Ms [redacted] to convince her we do have appropriate measures in place Cordially, Martha [redacted] Senior Counsel, Compliance

Initial Business Response / [redacted] (1000, 8, 2015/11/09) */ Re: DCM Services Dear Ms. ***: I am very sorry for the distress you suffered when you received a letter from DCM Services. Your letter prompted a thorough investigation of the circumstances that led to the mistaken belief that your daughter... was no longer living. Unfortunately, human beings make mistakes and did so in this case. Although we search publicly available databases with death information before sending letters, those databases are not sufficiently complete and accurate to detect all such mistakes in data provided to us. If information about all deaths was available to companies like ours, we would be able to deduce that the absence of a name in that database would mean a person was still living. This information is not currently available. As noted above, we looked into the circumstances in this particular case. The letter you received would have been the extent of our outgoing communications in this situation. We have reported the error and closed the account. May your daughter return from her travels healthy and full of wonder. Sincerely, Ben [redacted] Chief Executive Officer Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the letter of apology from Mr. ***, however, felt it was inappropriate to blame the database. There could be no such public record of my daughter (with her correct address)being deceased if indeed she is not. The name and address were correct for my living child, and Mr. [redacted] does not explain how they received this information or why they made the assumption she was deceased, absent any public record confirming such. In the company's aggressive pursuit of their business goal, they trample on all innocent parties that happen to have a similar name without respect for personal privacy or common decency.

Hello,Please find attached the Company's reply to the complaint that was submitted by Ms***We hope this resolves the matter.Cordially,Martha ***

Initial Business Response /* (1000, 8, 2015/11/10) */
I am very sorry for the distress Ms*** suffered when she received a letter from DCM Services, LLCI can understand that receiving a letter asking for information about her daughter's estate could be disturbingPlease be assured that the
letter was the full extent of any activity that was or will be taken by DCM Services
Unfortunately, human beings make mistakes and did so in this caseTo detect errors in placements of accounts, we search databases with death information before sending lettersAt this time, those databases are not sufficiently complete and accurate to detect all such mistakes
If information about all deaths was available to companies like ours, we would be able to deduce that the absence of a name in that database would mean a person was still livingComplete information of this type of not currently available
Again, the letter Ms*** received would have been the extent of our outgoing communications in this situationWe have reported the error and closed the accountPlease be assured that DCM Services did not share information about this matter with any other parties
Cordially,
Martha ***
Senior Counsel, Compliance

Initial Business Response /* (1000, 8, 2015/11/10) */
The purpose of the letter that was sent to Ms*** was to locate the person who had the authority to pay the outstanding bills of her late husband's estateThis complaint was the only response to the letterWe will not make any future calls
to her, and we have updated our records to reflect Mr*** has no estate
Our company has an obligation to protect Mr***'s information and that is why we did not provide detailed information in the letterOur company can only give detailed information to the person who is the estate representative, and since we have not been able to identify that person we are unable to provide further details
If Ms*** is the estate representative, we would be happy to provide her further information
We hope this brings clarity to the matter and assures her that DCM Services, LLC is a legitimate businessIf you have further questions, please contact me directly at *** or via e-mail to ***@dcmservices.com
Cordially,
***
Senior Counsel, Compliance
Initial Consumer Rebuttal /* (2000, 10, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the fact that they will no longer bother me and allow me to grieve my husbands deathThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Please see attachment called "*** Revdex.com Response_File No***"

Good afternoon, Please see our attached response to this complaint.Thank you,Meagan

Initial Business Response /* (1000, 6, 2015/09/08) */
Re: Case # [redacted]
Dear Sir or Madam:
We apologize If we caused Ms. [redacted] any inconvenience when we located a probated estate and filed a creditor's claim on behalf of the bank, our client. We want to assure Ms. [redacted] that our...

company obtained her information from the paperwork she submitted to the probate court, which is of public record. Also, it is not clear who Ms. [redacted] previously spoke with at the bank, but our company does have proper authorization to present claims for our client.
We confirmed that the Probate Court of Gwinett County received and filed the claim we presented on or around August 20, 2015. Although the Georgia Probate Code does not prohibit a claimant from presenting a creditor's claim before the Personal Representative is appointed, our company would be happy to re-present the claim, if directed to, after the notice to creditors is published.
Please understand that our company only presented the claim on behalf of our client. Our company is not involved in any follow-up related to the claim or in the collection of the amounts due.
We forwarded your correspondence to our client. If you or Ms. [redacted] has any further questions, we recommend you contact the creditor directly at [redacted].
Cordially,
Martha [redacted] Senior Counsel, Compliance

Initial Business Response /* (1000, 5, 2016/01/04) */
We would like to extend our condolences to Ms. [redacted] for the loss of her mother. It was not our intention to cause confusion and make her feel that our company was phishing. Ms. [redacted] will not receive any further calls or correspondence...

from our office.
Due to heightend privacy and regulatory concerns, our company is only allowed to disclose certain information to those individuals who identify themselves as the appropriate party handling the final affairs of those who have passed away. Since our company has not identified who the appropriate person is we are unable to provide more detailed information regarding Ms. [redacted] business matter in our office.
We understand that this may be inconvenient; however, the Fair Debt Collection Practices Act prohibits us from doing so, This is why DCM Services sent what appears to be a genric letter, left several voicemail messages attempting to locate the proper party, and why the representative Ms. [redacted] spoke with Could not disclose more information to her.
Another concern Ms. [redacted] raised is she felt a representative was under the influence while leaving two messages. After reviewing the calls, although the representative's voice had little fluctuation and was monotone, she was of sound mind.
If Ms. [redacted] confirms she is the person that our company should be speaking with regarding her mother's estate, we would be happy to provide her further information.
I trust this addresses Ms. [redacted]'s concerns about DCM Services.
Cordially,
Martha [redacted], Senior Counsel, Compliance

Initial Business Response /* (1000, 6, 2015/09/25) */
Re: Case [redacted] - [redacted]
Dear Ms. [redacted]
We are in receipt of Mr. [redacted] concerns, and our company is sorry that Mr. [redacted] had to tell us several times that there were no estate assets or a probate. I would like to offer an...

explanation as to why our office contacted him after he first told us about the status of the estate.
Four different creditors placed accounts with DCM Services for collection from the estate of [redacted] Only one of these accounts was due to Synchrony. Some of our clients, in an abundance of concern for privacy and confidentlality, require DCM Services to segregate their accounts so that only representatives assigned to that client's account can see information about those accounts. Unfortunately, if a decedent owed money to more than one of these creditors, these client requirements might result in our reaching out to the same estate multiple times, as happened in this case. This is especially true because each client specifles that we must make attempts to collect their account.
This situation can become especially confusing in the case of efforts to collect from estates of decedents because of federal guidelines for collecting on those accounts, The Federal Trade Commission requires us not to include account information in communications until we know who is the person authorized to handle outstanding bills for an estate. To consumers, it can appear that we are disregarding the information they provided stating there are no estate assets available. That is not our intent.
While [redacted] may have known on August 24 that It would send the account to DCM Services, DCM Services did not receive the account until August 28, Again, there was no intention to provide inaccurate information. This explanation will probably not satisfy Mr. [redacted] I don't blame him for being skeptical and for thinking we are making excuses. It's not in our interest to contact estates repeatedly if there is no money available to pay bl s, We will continue to seek a solution to this situation.
Please assure Mr. [redacted] that he will not receive further calls or correspondence from DCM Services unless a probate matter is opened for the estate. If that happens, we may present claims on behalf of our creditor client In accordance with probate procedures.
We hope this resolves the matter. If you have any further questions, please contact me directly at XXX-XXX-XXXX or via e-mail to [redacted]@dcmservices.com.
Cordially,
Martha [redacted]
Senior Counsel, Compliance
Initial Consumer Rebuttal /* (2000, 8, 2015/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will reopen the case if contacted by DCM services in the future when there is no probate.

Initial Business Response /* (1000, 7, 2016/01/04) */
This matter was referred to DCM Services, LLC by [redacted] based on information provided to DCM Services' client by Mr. [redacted]'s family.
It appears that when [redacted] called to speak to Mr. [redacted], a woman at the residence...

told [redacted] that Mr. [redacted] had "been dead for a while". That woman wanted more information about the matter, but the representative could not provide based on privacy concerns.
Our client reasonably relied on the representation that Mr. [redacted] had passed away and transferred the file to our company. Before sending letters, our company used publicly available databases to verify whether an individual has passed away. Sometimes those databases are not as complete as we would like them to be. This makes it difficult to detect mistakes in data provided to us.
It is certainly unfortunate that a file was placed with our office indicating Mr. [redacted] had passed away when this was inaccurate, DCM Services, LLC only sent one letter that is referenced in the complaint, and it has closed and returned the file to its client. Please accept my apologies.
I do appreciate that you reported this mistake to our office, I updated our records to reflect the inaccuracy, and also our client updated their records as well. We hope this explanation is satisfactory to
the family.
Cordially,
Martha [redacted] Senior Counsel, Compliance
Calls may be monitored or recorded for quality assurance purposes.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am the only woman at my address and I surley would not say my husband is dead when he is not. Aside from that it was not mentioned what steps will be taken to make sure this process does not continue by this company.
Final Business Response /* (4000, 11, 2016/01/18) */
We hope that Ms. [redacted] did not think we intentionally ignored her request for an explanation on how our company would avoid contacting individuals who are not deceased in the future.
Our company uses information that is available to us to make sure we are not sending letters to living customers. As you can imagine, the information available to us is not always complete or accurate. Our belief is searching those databases along with relying on the information [redacted] received from the individual about Mr. [redacted]'s whereabouts was reasonable.
From time to time, we do receive matters where an individual has not passed away, We try to design procedures so as to be impervious to human error and prevent unintended consequences, but sometimes these things are inevitable. When issues occur, we are quick to rectify the situation by apologizing for the mistake and
updating our records.
At this time, I do not know what further information I can provide to Ms. [redacted] to convince her we do have appropriate measures in place.
Cordially,
Martha [redacted]
Senior Counsel, Compliance

Initial Business Response /* (1000, 8, 2015/11/09) */
Re: DCM Services
Dear Ms. [redacted]:
I am very sorry for the distress you suffered when you received a letter from DCM Services.
Your letter prompted a thorough investigation of the circumstances that led to the mistaken belief that your daughter...

was no longer living. Unfortunately, human beings make mistakes and did so in this case. Although we search publicly available databases with death information before sending letters, those databases are not sufficiently complete and accurate to detect all such mistakes in data provided to us.
If information about all deaths was available to companies like ours, we would be able to deduce that the absence of a name in that database would mean a person was still living. This information is not currently available.
As noted above, we looked into the circumstances in this particular case. The letter you received would have been the extent of our outgoing communications in this situation. We have reported the error and closed the account.
May your daughter return from her travels healthy and full of wonder.
Sincerely,
Ben [redacted] Chief Executive Officer
Initial Consumer Rebuttal /* (2000, 10, 2015/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the letter of apology from Mr. [redacted], however, felt it was inappropriate to blame the database. There could be no such public record of my daughter (with her correct address)being deceased if indeed she is not. The name and address were correct for my living child, and Mr. [redacted] does not explain how they received this information or why they made the assumption she was deceased, absent any public record confirming such. In the company's aggressive pursuit of their business goal, they trample on all innocent parties that happen to have a similar name without respect for personal privacy or common decency.