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Element Global Services, Inc.

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Element Global Services, Inc. Reviews (29)

We are in receipt of the complaint dated 11/19/First we would like to apologize for any inconvenience Mr*** may have been causedOn 11/01/our office did mail a paid letter to the address that was on the account when we received itWe then received a mail return on that letter about
days laterAs per Mr*** claims, our office has no records or recordings of Mr*** calling asking for the paid letterFor Mr*** convenience we have attached the paid letter to this complaint for his review, and if Mr*** would like another copy mailed, please forward our office a current address where it can be sent to. Sincerely,Element Global Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
>>> I felt disrespected in the manner this company came out at meThreats being made about taking my car because I couldn't pay the amount they wantedThen when I tried to tell global element services about how my husband lost his job they were still giving my hard time telling me I needed to still pay them every week and I told them I couldntI could only due monthly payments of $Never once did I deny paying themI just wants good and best for me and the company and feel the way they handled was unprofessional and basically giving me a hard timeEvery company can due payment arrangements with the consumerBut they made it seem like they couldn't work with mePutting stress on me and in marriage and making having complications with my healthYes they have a job to do, but not the way this company came at meThreatening being disrespectfulAll I did was kept it straight forward and offer to pay what I could but when I wanted to make a payment of $The woman refuse to take itBecause she wanted the $every week and that is something I didn't haveLike I said my husband lost his job and I couldn't do weekly but monthly of $60.Regards,
*** ***

Element Global Services (EGS) has received and investigated the above referenced complaintBy way of explanation, EGS is a third party collection agency contracted by its clients to collect payment on charged of accountsWe do so by calling consumers at numbers provided by the creditors when
accounts are placed for collection or at numbers developed from researching the public recordThe calls are placed intending to reach the consumer on the defaulted account.While it appears that Ms*** may have “pressed 1” to reach a representative, it does appear that, on at least one occasion, all representatives were busy and unable to answer the phone, for which we apologizeIt does not appear that Ms*** left any voicemail message for a return call, despite being offered the opportunity to do soIt also appears that there was no contact with Ms*** to discuss her delinquent account.As Ms***’s complaint has a specific request to not be contacted further by telephone, we are prohibited by law from calling her further until she permits such callsWe have, however, sent notice of her outstanding debt to the address specified in her complaintWe invite her to contact our office at the toll free telephone number above, or directly to one of our shift managers at their direct numbers, *** *** ** *** ***If she does not reach a manager directly, she may leave a message, by which we will presume she wishes a callbackWe will return her call as soon as possibleShould we not hear from Ms*** by August 11th, we will return the account to her creditor as “Efforts Exhausted”We cannot say what course of action, if any, her creditor may elect to follow.Element Global Services believes it has addressed the complaint fully, but we remain available to your office and to Ms*** at the number above

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 define the meaning or forego, what does this exactly mean? Also, please provide an email address so that I can send all correspondence and documentation regarding the surrender?
Regards,
*** ***

Thank you for bringing
this issue to our attentionWe would like to address this matter quickly and
completely
","sans-serif"> As you know, Element
Global Services (EGS) is a third party collection agency trying to recover
accounts placed with us. We use information given to us by our clients,
and we rely on that information to be valid and usable. We are sorry Ms
*** experienced difficulties with her employer, but we were never notified
that she could not receive calls at work. We had not received any return
calls from Ms*** from messages left at another number, so attempted to
contact her at workThe representative elected not to leave messages during
the first attempts, as he was informed that Ms*** was not at work at the
time of the calls. On the message that Ms*** references, the
representative was told that she could not come to the phone Again,
there was no indication that she could not receive calls at workOn the
representatives final phone call he was able to leave a message, however the
message that was left, is not in accordance with our expectations and the
representative has been made aware of this, and corrective action has been
taken. Again, we apologize to
Ms*** for her inconvenience I presume she wishes to address this
account at a time she is not at work, if she does have any questions
regarding her account, she may contact me directly at ***. If I
have not heard from her by April 7, I will close the account as “Cease and
Desist” and return it to her creditor. I can’t, of course, predict what
her creditor may do at that point, but Element Global Services will not attempt
to contact her again regarding this matter Hopefully Ms*** can resolve
things here and feel more comfortable calling me directly.Sincerely,*** ***

We trust this resolves this inquiry.As Element Global Services (EGS) received complaints from each of your offices, apparently filed
simultaneously, and identically worded, we have elected to respond to each of your offices with a single
replyThus, the consumer receives the same reply to
her identical complaints
EGS has reviewed its records involving Ms*** and determined that its representative attempted to
provide the federally required “Mini-Miranda” disclosure which notifies the consumer of the attempt to
collect a debtMs*** interrupted EGS’ representative during that disclosure to voice her opinion of
the creditor and its business dealings, indicating her awareness of the debtGiven the voiced opinions,
EGS believes it satisfied the requirement, and believes that the debt is valid and owed by Ms***
Ms*** continued the conversation, expressing her willingness to pay the account, but providing
neither a date of payment nor an amount to be paidThe representative transferred the call to a senior
negotiator to assist both the consumer and our representative in resolving her debtMs*** again
expressed a willingness to resolve her delinquent account, and promised a call backTo date, the only
subsequent contact has been these identical and simultaneous complaints
As Ms*** has not made arrangements to resolve her debt, and has instead filed complaints with
your offices, we will close the account as “cease and desist” and return it to her creditorWe trust this will
resolve this issue with your offices
Sincerely,
Eric W Element Global Services, Inc

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.
Regards,
*** ***

As your office is well aware, Element Global Services (EGS) responds quickly to concerns voiced by consumers, and has in the past admitted when its representatives act outside of the scope of their training, and our expectationsIn this particular instance however, we must take exception to the
statements made by Ms***Ms*** complaint states quite clearly that her “problem occurred” on October 8, 2015, but that she had spoken with EGS prior to that date, on September and September 12, EGS has no way of knowing with what company Ms*** spoke, but it was definitely not EGS, nor was it at the requ*** of her current creditor, as her current creditor did not purchase Ms*** account until October 9, 2015, and did not place the account in our office until October 13, 2015.Further review of EGS’ records further indicates that no calls were placed to the telephone numbers cited in Ms*** complaint (*** and ***) on October 24, In short, none of the contacts cited in Ms*** complaint involve Element Global ServicesFurther, EGS has had no contact at all with Ms***i, though the call log for telephone number *** does indicate an inbound call from that number on October 27, that was abandoned after secondsThat seconds indicates that the call was still within our opening announcement and immediately after the phrase that informs callers that Element Global Services is a debt collection agency.Due to the specific requ*** that Element Global Services not make any further calls to Ms*** telephone numbers, EGS has placed her account in “Cease and Desist” status, and has advised her creditor of thisWhile EGS cannot predict what course of action her creditor may take, we will not attempt contact with her regarding this matter.As Ms*** complaint appears not to involve Element Global Services in any way, we would appreciate this complaint not being included as part of EGS’ file with your officeAs always, should you have questions, please feel free to contact me at 716-362-7597.Sincerely,Eric W*** Chief Operating Officer

March 6, 2016*** ***Revdex.com of Upstate New YorkBryant Woods South Buffalo, NY 14228RE: Complaint *** * *** ***Dear Ms***:As this complaint involve one of my supervisors, I inv***igated this myself, along with the Compliance Department of Ms***’
creditorI apologize on behalf of Element Global Services (EGS) for Ms***’ inconvenience, and for the substandard treatment she received from my staffAs you are well aware, this is not the way EGS does business, and behavior of this sort will not be toleratedI have addressed the handling of this account with both the initial representative and with the supervisor, and have disciplined both according to our documented company policy.Regarding the issues Ms*** experienced with the original vendor, we are unfortunately unable to intercede on her behalf, nor to change any amounts paid by Ms***, or charged by the vendorMs***’ account was sold, with the balance due, to her current creditor, who contracts with usAs such, we must work within the parameters given us by the current creditor.We have reviewed Ms***’ claim that the animal was not suitable for her home, and that the vendor refused return of the animal, causing Ms*** to forfeit the amount of her purchase when she surrendered the dog to a shelterAfter consultation with her creditor, and with their permission, we are able to offer Ms*** the following:Ms***’ creditor will agree to forego the balance due on this account due to her difficulties both with the issuer and with Element Global ServicesThey do, however, ask that Ms*** provide a receipt from the agency to which she surrendered the animal, as this will help her creditor to recover its costs in this venture.In only one area will I take issue with Ms***’ claims, that being the failure of the representative to recite the “Mini-Miranda”, required by federal lawEVERY inbound call to EGS receives that statement, along with notice that the call may be recordedThis is done to insure that, even if a collection representative fails to make the statement, the consumer has been informed that such is the case.Element Global Services once again apologizes for the manner in which Ms*** was treated, and trusts that the actions taken have eased her concerns.Sincerely,Eric W***Chief Operating Officer

RE: *** ***I would like to apologize to Ms*** for the longer than wait time when she contacted our officeWe are in the process of upgrading our system and that was one of the issues we have correctedWe also could not find any calls that involved anyone screaming, or stating any of
the terms mentionedIn regards to Ms*** claiming to not have received anything via mail, we did issue a dunning notice when the file was transferred to our office, she was also sent a letter from the original creditor advising that the account was sold to another partyWe will send another letter today, and provide Ms*** with another opportunity to receive that letterShe may contact me directly at *** to discuss the matter once the letter is received.Sincerely,Eric W***

Element Global Services (EGS) received and investigated the complaint referenced aboveEGS is a third party collection agency contracted by its clients to secure payment on charged off accountsWe do so utilizing information provided by those clients along with information developed by researching
the public record to obtain the most current location information for the consumers being soughtWe presume this information to be correct until notified otherwise.It appears that Ms*** number was called multiple times on two separate accounts, neither belonging to Ms*** but one for a consumer with the same last name (***)There were two (2) instances of contact between the agency and Ms*** July and July Due to the nature by which our system identifies inbound calls, the account found was not the one with the last name *** but the other account where the consumer’s last name is not the sameWhile Ms*** phone number was removed from the original account, it was not removed from the second account until receipt of this complaint, causing it to be called further in attempts to reach a different consumerWe apologize to Ms***l and assure her that our system vendors are working on a way to identify instances where more than one account might be associated with a particular telephone number, but a solution has not yet been identified.As there is an account for a person with the same last name, and as that account was associated with Ms*** telephone number, we ask that she contact us at the number above to determine if it is a family member being soughtWe will not attempt contact again at Ms*** telephone number, as her number has been placed on our internal “Do Not Call” list, preventing it from being dialed by our system.We trust that this explanation and the actions taken satisfactorily address Ms*** complaint, but remain available to your office should you require additional information

First we would like to apologize to Ms*** for any inconvenience she may have incurredUnfortunately, when the file was sent to our office Ms***'s phone number was already populated in the fileTherefore, we must assume that the information contained is correct and accurate, until we
are advised otherwiseOur office first made contact at Ms***'s phone number on 2/24/at approximately 5:pm EST Our representative was not advised that we had the wrong numberHad we been advised, we would have removed the number immediatelyIn an attempt to resolve the account, we contacted the number in question on 3/4/at approximately 11:am EST, we again spoke with who we know now to be Ms*** at which time she stated we had the wrong numberShe asked us to stop calling, and that she was going to report usOur representative explained that we would remove the phone number as she stated it was not a good number to reach her son, *** We requested that she should at minimum allow us the opportunity to simply remove her number, which we didThe following day we received a complaintAgain, we did remove Ms***'s phone number from our system the moment she said it was no good, there has been, nor will there be any other calls made to her phone number from our officeAgain, we would like to apologize to Ms***, and we hope that this matter can now be considered satisfied.Sincerely,*** ***COO

Element Global Services (EGS) has received the complaint referenced above and has determined that Ms*** was contacted in error in an attempt to reach another consumer believed reachable at that phone numberOn research, our Compliance representative was able to determine that, at some
point in the past, Ms***’s phone number was, in fact, associated with the consumer being soughtOur representative explained to Ms*** why she received the calls, and several methods by which she might be able to lessen the likelihood of receiving such calls in the future. EGS has removed Ms***’s number from the account in question and has entered it into our internal “Do Not Call” list, preventing it from being dialed by our systemEGS apologizes to Ms*** and assures her that she will not be contacted again regarding this matter. I trust that we’ve fully and completely addressed Ms***’s complaint bur remain available both to your office and to Ms*** should you require additional information or assistance

April 1, 2016[redacted] Revdex.com of Upstate New York 100 Bryant Woods South Amherst, NY 14228Re: Complaint # [redacted]Dear Ms. [redacted]We begin with an apology to the Revdex.com! We thought we had responded to this issue on the day first received and it was closed in...

our system. This was an error on our part and we apologize.Element Global Services (EGS) received and investigated the complaint above and wishes to respond with an apology and an explanation. First, the representative behaved in a manner that is outside the scope of his training, and of EGS’ expectations of its representatives.To be clear, Ms.[redacted]’s creditor evaluates each of the accounts in this product line to determine whether or not the account will be placed with a law firm to seek judgment in the event the account is not resolved in the collection process. We are not involved in that evaluation, nor does EGS ever sue any consumer. The representative worked at a firm in the past that did engage in collection lawsuits and has indicated that it was not unusual for that firm to leave messages as described by Ms. [redacted]. The representative has been counseled according to our internal policy, and has been retrained regarding this particular product portfolio. Further, he will be closely monitored until we are fully convinced he is performing in accordance with his training.With the permission of Ms. [redacted]’s creditor, her account balance has been set to zero, and the account will be considered “paid” by the creditor. If she wishes, she may contact me directly to obtain a letter indicating the account is paid, which she can forward to any credit reporting agency. Ms. [redacted] should be aware that her creditor has not reported this account, though the original creditor (the issuer of the account) may have done so.Eric W[redacted] Chief Operating Officer [redacted] (direct)

Thank you for bringing this matter to my attention. I was able to find the phone number in question listed in our database. The file that the phone number is on was just placed with my agency on 2/3/16, there was only 1 call that was made out to the phone number [redacted]. Now that we have been...

made aware that it is indeed a wrong number for the party we are trying to locate, it has been removed from the file, and placed on our internal do not call list. I hope that this will bring closure to the matter, and hope that Ms. [redacted] will accept our apology and know that she will not receive any further calls from our office. Sincerely,Eric W[redacted]

Thank you for bringing this matter to our attention and giving us the opportunity to resolve this matter.Eric W.In response to the complaint filed by [redacted] on July 15th, 2015, Element Global Services, Inc. (EGS) would like to
apologize for any inconvenience or statements made by our...

representative that may have caused concern or issue for [redacted].
EGS is happy to accept [redacted]’s payments by certified check or money order, based on her request. This
accommodation should have been made immediately on her request. As [redacted] has indicated her willingness to resolve
her past due bill, it is our responsibility to help her to do so.
[redacted] is welcome to send her payments, per the original arrangement with our representative.. If she wishes to review
that arrangement, she may contact me directly at ###-###-#### and I will be happy to accommodate her.
We trust this fully satisfies [redacted] complaint.
Thank you,
Eric W[redacted] ###-###-####
Element Global Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   I do appreciate the response in my request.  However; I do wish to advise the company that the last rep I spoke with was very rude @ [redacted] (after the 11:42 3/04 call came in to me).  I gave her the reason my phone number was in the file, was because my son was born here and lived here many years, he probably used our phone for a reference.  She addressed me as [redacted] and brought up my son's name and social security number (complete), but said she had no way of removing my phone number.  Later she said she would remove my number if I repeated it to her and said if I didn't that she would call me back tomorrow.  I knew she had my number because she knew who was calling before I said my name.  Just thought the company should know that the rep could use some phone ethics.  Thanks again for getting the job done.  A very nice response from the company.
Regards,
[redacted]

Attached please find a copy of the response provided to the Consumer Financial Protection Bureau for the identical complaint filed with their office.   Please don't hesitate to contact us if more information is required.Rich B[redacted], Agency ManagerTo whom it may concern:Element Global...

Services (EGS) received and investigated the complaint above and has determined thefollowing:EGS has no account for a person with the name [redacted]. By searching public records, we were ableto determine that Mr. [redacted] has a telephone number which was associated with another person beingsought by EGS. We have removed Mr. [redacted]’s telephone number [redacted] from the account andhave taken the additional step of placing it in our “Do Not Call” list, preventing it from being dialed byour system. We apologize to Mr. [redacted] for any inconvenience and assure him it was unintentional.I trust the actions taken will satisfactorily address Mr. [redacted]’s concerns, but invite him to contact medirectly at [redacted] if he requires further information.Sincerely,Rich B[redacted]Agency Manager

March 21, 2016[redacted] Revdex.com of Upstate NY 100 Bryant Woods South Buffalo, NY 14228RE: Complaint ID [redacted] – [redacted]Dear Ms. [redacted]:Element Global Services (EGS) received the complaint above, and first wishes to apologize to Ms. [redacted] for any inconvenience,...

especially during the time of her family sorrow. It is never EGS’ intent to contact a consumer at any inconvenient time.As your office is aware, but Ms. [redacted] may not be, Element Global Services is a third party collection agency contracted by creditors to secure payment on charged off accounts. We do so utilizing information provided by the creditors, along with information obtained from public records which has been gathered in a process known colloquially as “skip-tracing”. It appears that Ms. [redacted]’s number was obtained by our representative through research of this nature, and was not provided directly by the creditor. The number was believed to belong to the consumer actually being sought, and there is no account belonging to Ms. [redacted] in our office.Review of the account indicates that two messages were left at the number believed to be for the account holder but which instead reached Ms. [redacted]. When Ms. [redacted] returned the call, her number should have immediately been removed from the account and Ms. [redacted] should have received an apology for the wrong party contact. This did not happen, and EGS has counseled the representative with whom she spoke, who did not perform to the level of our expectations.EGS has added Ms. [redacted]’s telephone number ([redacted]) to its internal DNC list, and has removed the number from the account in question, as well as asking that a note be placed on the creditors’ account notes indicating that the number is not to be called. Further, a representative of the creditor for this account has reached out to Ms. [redacted] and has not only assured her that she does not have any outstanding debt to address with them or with EGS, but has apologized on behalf of all involved in her experience.I trust the actions taken have eased Ms. [redacted]’s concerns, but am told she is able to reach out directly to our client with any further questions. I also invited Ms. [redacted] to contact me directly should I be able to offer further assistance.Sincerely,Eric W[redacted] Chief Operating Officer

Element Global Services (EGS) has investigated the complaint referenced above and has determined the following: There is only one telephone number associated with Mr. [redacted] delinquent account at which a contact was made. At no time was any person’s social security number or any other personally...

identifiable information divulged to any party, including Mr. [redacted], who did not return the single message left for him with that contact. Unfortunately, while researching this complaint, EGS determined that there is another account, belonging to a person with a different first and last name, but which shares the same address and more than one telephone number with the account belonging to Mr. [redacted]. While we cannot provide any information on this other party without violating provisions of federal law, it is likely that the contact with relatives that Mr. [redacted] cites in his complaint are attempts to reach another person entirely. Like Mr. [redacted], that party has not responded to our attempts at contact. We have identified the telephone number at which a male told our representative that Mr. [redacted] could not receive calls at work (###-###-####), and have added it to our internal “Do Not Call” list, preventing it from being dialed by our system. It should be noted, however, that the number was also associated with the other account in our office; the number will also be blocked on that account. To be clear, at no time was any person’s non-public information every provided to any person, or left on any voicemail on either of the two defaulted accounts in our office. As the telephone number Mr. [redacted] provided had also been developed as a possible contact number on the other account, we have removed that number from the other account as well, to avoid any further confusion and to avoid the perception that EGS is trying to reach Mr. [redacted] through his family members or other parties. As neither Mr. [redacted] nor the other party has contacted our office regarding the outstanding debts, EGS will close both accounts as “efforts exhausted” on May 30, 2016. We will return the accounts to the creditor (the same creditor for both accounts) at that time. Should either Mr. [redacted] or the other party wish to address their delinquent accounts, they will have to provide either the original account numbers or their social security numbers in order to help us locate the accounts going forward, as the telephone numbers will not do so. Element Global Services hopes that this explanation of the circumstances, and the actions taken, have fully addressed Mr. [redacted] concerns, but we remain available to assist further at ###-###-####

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