February 25, 2016[redacted] Revdex.com of Upstate New York 100 Bryant Woods South Buffalo, NY 14228RE: Complaint [redacted]Dear Ms. [redacted]Element Global Services received and investigated the complaint above, and has determined the following:First, we’d like to...
apologize to Ms. [redacted] and to thank her for the courteous manner in which she complained! It’s very unusual to get a testimonial in the same message as the complaint. We thank her for acknowledging the positive aspects of her experience while notifying us of the opportunity to improve.In reviewing the message Ms. [redacted] received, we did feel that the message may have been delivered at an intensity level that was higher than intended. We have modified the settings on that system to mitigate the delivery intensity. Again, we apologize to Ms. [redacted] for her inconvenience.We have also passed along Ms. [redacted]’s comments concerning her interaction with our representative, and placed an “attaboy” in that representative’s personnel file. It is far too seldom that a representative, especially a debt collector, receives praise from a consumer. Again, we thank Ms. [redacted] for bringing that point forward, even while expressing her concerns about other aspects of her experience with EGS.I trust that we have sufficiently addressed the issues in Ms. [redacted]’s complaint, but invite her to contact me personally at [redacted] so I may personally both apologize and thank her for this contact.Sincerely,Eric W[redacted] Chief Operating Officer
Our office is in receipt of the complaint dated 10/22/2014. Although Element Global Services disagrees with the factual assertions, we can offer the following explanation.
On 10/07/2014 at approximately 12:15pm EST our office spoke with a [redacted] in regards to a matter he has with our...
office. [redacted] informed our representative that his ex wife was the one who actually opened, and or used this line of credit, and that we need to discuss the matter with her. At that time [redacted] provided our representative with the phone number to [redacted]. Our representative was able to make contact with [redacted] at which time she stated that in fact she had nothing to do with this and that she needed to speak with [redacted]. Then on 10/21/2014 we were able to make contact again with [redacted] who again stated we needed to discuss this with his ex wife. We were able to make contact with [redacted], and yet again blamed her ex husband. On 10/22/2014 our office was able to speak with [redacted] at which time she did acknowledge the matter, and stated that she was upset so she filed a Revdex.com complaint, and also filed a complaint withe her local Attorney Generals office. We asked if there was a compliance, or customer service issue with our representative or our company, and she stated no, it was simply a domestic issue with her ex husband, and that she requested the documents on the account, but was advised that it may take around 90 days.Our office did advise [redacted] that we would work with her on resolving this matter, In fact [redacted] made her first installment payment on 10/22/2014. We do apologize for any inconvenience, however we do feel this complaint was filed in haste, and without merit. If we do receive a complaint from the Attorney General, we will forward this response to them as well. We do look forward to helping [redacted] resolve this matter, so she can put it behind her once and for all.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11420196, and find that this resolution is satisfactory to me.
Regards,
Kim [redacted]
Thank you for the opportunity to respond to this inquiry.Ms. [redacted]
Element Global Services (EGS) is a third party collection agency contracted to collect money
owed by consumers such as Ms. [redacted] to their creditors. We attempt to do so in a professional
and courteous manner. Occasionally,...
issues are encountered, which seems to be the case in
this instance.
EGS would like to apologize to Ms. [redacted] for the difficulty she encountered in obtaining a
statement. While not a normal occurrence, when an account has an extended repayment plan,
the consumer should always be aware of the payments made and the amount remaining on
such an arrangement. Our representative was not aware of the procedure and should have
escalated Ms. [redacted]’ request to a supervisor.
We strive to resolve any inquiry efficiently and to the satisfaction of both the consumer and our
clients. In this case, Ms. [redacted] gave no time to get her the requested information as we received
this complaint the very next morning.
While we have already mailed Ms. [redacted] a statement of her total payments to EGS, I invite Ms.
[redacted] to contact me directly at ###-###-#### to obtain a copy of her payment history with our
office. I trust that this will ease her concerns and resolve this issue with both Ms. [redacted] and your
office.
Sincerely,
Eric W[redacted] Element Global Services, Inc.
###-###-####
Element Global Services (EGS) has received and investigated the complaint referenced above and has determined that the complaint has some merit, but that [redacted] may be mistaken about calls received from EGS.EGS began calling the number belonging to [redacted] on June 23rd, attempting to reach...
another party believed reachable at that number. Between June 23rd and August 8th, a total of twenty-one calls were placed to telephonenumber [redacted], most hanging up on making contact with an answering machine. At no time was Ms.Peter’s telephone number called more than once per day, which is against our policy .Our records indicate only one contact where [redacted] interacted with a representative, on August 5th, the day [redacted] filed her complaint with your office. At the time of this contact, our representative removed the telephone number from the account and documented the wrong party contact. The conversation was, however,not in accordance with EGS’ policies and its expectations of its representatives, as the representative interrupted[redacted] and spoke over her before hanging up on her while she was still speaking. EGS apologizes to [redacted]for this contact and has counseled the representative according to its disciplinary policy.Our Compliance representative reached out to [redacted] and explained that many of the calls she is apparently receiving have not originated with EGS, nor can we help with that, but several suggestions were provided to [redacted] that may help her reduce such calls going forward. These suggestions include tailoring her answering machine message to specifically identify her family and possibly stating on the message that she does not know the consumer being sought. She was also provided with a contact number to reach an aggregator of public records,to see if she can possibly get her phone number removed from the consumer’s public record. We hope these suggestions will help [redacted] reduce the calls to her number. Element Global Services has placed [redacted]’ telephone number [redacted] on its internal “Do Not Call”list, preventing it from being dialed by the system. She will receive no more calls from EGS, and we again apologize for the manner in which she was treated by our representative. Sincerely,Element Global Services Compliance Department
First we would like to apologize to Ms. [redacted] if for some reason she did not receive the original notice that was mailed to her on 2/1/16. For her convenience we have attached a copy of that letter to this complaint for her to review. In regards to other phone numbers that may have been called,...
our client sends the file to us with the phone numbers already populated onto the account. Unfortunately we have no way of knowing if the number is or is not associated with the person we are trying to locate, unless we are advised of such. Per our investigation we have determined that there was no mention of any social security numbers by any of our representatives, or from any automated dialing system that may have been utilized. EGS adheres to all Federal and State laws governing the collection of debts. At this point we have removed all phone numbers from the file. I will be glad to discuss the matter with Ms.[redacted] directly in order to help her resolve this matter.Sincerely,Eric W[redacted]
RE: [redacted]I would like to take a moment and apologize to Mrs. [redacted] if she felt she was harassed in any way. I will not tolerate any behavior like that from any of my employees, and that is not the culture I have instilled at EGS. In terms of the account we strive to help consumers avoid any...
negative impact these types of debts may cause. However, it must be understood that we too have guidelines in terms of repayment agreements from our client that we must adhere too. At this point I am willing to discuss a payment plan that will fit into Mrs. [redacted]'s budget. She may contact me directly at [redacted].Sincerely,Eric W[redacted]COO
[redacted]
Thank you for bringing this matter to our attention. At Element Global Services, as a debt collection agency, we work with our clients and the alleged debtor to resolve a particular file to the satisfaction of both our client and the debtor. In this case, the debtor, [redacted]....
[redacted] is not disputing the amount owed. In an effort to assist both our client and Ms. [redacted] the representative may have called several numbers that are listed as valid numbers to contact her.
Those telephone numbers, in fact, did assist in getting Ms. [redacted] to call back and rectify this file.
Our agency is not a law office and does not represent itself as such. If there was any confusion regarding how the debt would be handled, if it was not handled in this office, we apologize. Again, I am happy to speak with Ms. [redacted] directly to discuss her options for the resolution of the amount she owes on her debt.
Please let me know if I can be of further assistance.
Best regards,
[redacted]
Compliance Director
February 25, 2016[redacted] Revdex.com of Upstate New York 100 Bryant Woods South Buffalo, NY 14228RE: Complaint [redacted]Dear Ms. [redacted]Element Global Services received and investigated the complaint above, and has determined the following:First, we’d like to...
apologize to Ms. [redacted] and to thank her for the courteous manner in which she complained! It’s very unusual to get a testimonial in the same message as the complaint. We thank her for acknowledging the positive aspects of her experience while notifying us of the opportunity to improve.In reviewing the message Ms. [redacted] received, we did feel that the message may have been delivered at an intensity level that was higher than intended. We have modified the settings on that system to mitigate the delivery intensity. Again, we apologize to Ms. [redacted] for her inconvenience.We have also passed along Ms. [redacted]’s comments concerning her interaction with our representative, and placed an “attaboy” in that representative’s personnel file. It is far too seldom that a representative, especially a debt collector, receives praise from a consumer. Again, we thank Ms. [redacted] for bringing that point forward, even while expressing her concerns about other aspects of her experience with EGS.I trust that we have sufficiently addressed the issues in Ms. [redacted]’s complaint, but invite her to contact me personally at [redacted] so I may personally both apologize and thank her for this contact.Sincerely,Eric W[redacted] Chief Operating Officer
Please see the attached response. We appreciate the opportunity to resolve this matter. Thank you,Element Global Services
Our office is in receipt of the complaint dated 10/22/2014. Although Element Global Services disagrees with the factual assertions, we can offer the following explanation.
On 10/07/2014 at approximately 12:15pm EST our office spoke with a [redacted] in regards to a matter he has with our...
office. [redacted] informed our representative that his ex wife was the one who actually opened, and or used this line of credit, and that we need to discuss the matter with her. At that time [redacted] provided our representative with the phone number to [redacted]. Our representative was able to make contact with [redacted] at which time she stated that in fact she had nothing to do with this and that she needed to speak with [redacted]. Then on 10/21/2014 we were able to make contact again with [redacted] who again stated we needed to discuss this with his ex wife. We were able to make contact with [redacted], and yet again blamed her ex husband. On 10/22/2014 our office was able to speak with [redacted] at which time she did acknowledge the matter, and stated that she was upset so she filed a Revdex.com complaint, and also filed a complaint withe her local Attorney Generals office. We asked if there was a compliance, or customer service issue with our representative or our company, and she stated no, it was simply a domestic issue with her ex husband, and that she requested the documents on the account, but was advised that it may take around 90 days.Our office did advise [redacted] that we would work with her on resolving this matter, In fact [redacted] made her first installment payment on 10/22/2014. We do apologize for any inconvenience, however we do feel this complaint was filed in haste, and without merit. If we do receive a complaint from the Attorney General, we will forward this response to them as well. We do look forward to helping [redacted] resolve this matter, so she can put it behind her once and for all.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11420196, and find that this resolution is satisfactory to me.
Regards,
Kim [redacted]
Thank you for the opportunity to respond to this inquiry.Ms. [redacted]
Element Global Services (EGS) is a third party collection agency contracted to collect money
owed by consumers such as Ms. [redacted] to their creditors. We attempt to do so in a professional
and courteous manner. Occasionally,...
issues are encountered, which seems to be the case in
this instance.
EGS would like to apologize to Ms. [redacted] for the difficulty she encountered in obtaining a
statement. While not a normal occurrence, when an account has an extended repayment plan,
the consumer should always be aware of the payments made and the amount remaining on
such an arrangement. Our representative was not aware of the procedure and should have
escalated Ms. [redacted]’ request to a supervisor.
We strive to resolve any inquiry efficiently and to the satisfaction of both the consumer and our
clients. In this case, Ms. [redacted] gave no time to get her the requested information as we received
this complaint the very next morning.
While we have already mailed Ms. [redacted] a statement of her total payments to EGS, I invite Ms.
[redacted] to contact me directly at ###-###-#### to obtain a copy of her payment history with our
office. I trust that this will ease her concerns and resolve this issue with both Ms. [redacted] and your
office.
Sincerely,
Eric W[redacted] Element Global Services, Inc.
###-###-####
Element Global Services (EGS) has received and investigated the complaint referenced above and has determined that the complaint has some merit, but that [redacted] may be mistaken about calls received from EGS.EGS began calling the number belonging to [redacted] on June 23rd, attempting to reach...
another party believed reachable at that number. Between June 23rd and August 8th, a total of twenty-one calls were placed to telephonenumber [redacted], most hanging up on making contact with an answering machine. At no time was Ms.Peter’s telephone number called more than once per day, which is against our policy .Our records indicate only one contact where [redacted] interacted with a representative, on August 5th, the day [redacted] filed her complaint with your office. At the time of this contact, our representative removed the telephone number from the account and documented the wrong party contact. The conversation was, however,not in accordance with EGS’ policies and its expectations of its representatives, as the representative interrupted[redacted] and spoke over her before hanging up on her while she was still speaking. EGS apologizes to [redacted]for this contact and has counseled the representative according to its disciplinary policy.Our Compliance representative reached out to [redacted] and explained that many of the calls she is apparently receiving have not originated with EGS, nor can we help with that, but several suggestions were provided to [redacted] that may help her reduce such calls going forward. These suggestions include tailoring her answering machine message to specifically identify her family and possibly stating on the message that she does not know the consumer being sought. She was also provided with a contact number to reach an aggregator of public records,to see if she can possibly get her phone number removed from the consumer’s public record. We hope these suggestions will help [redacted] reduce the calls to her number. Element Global Services has placed [redacted]’ telephone number [redacted] on its internal “Do Not Call”list, preventing it from being dialed by the system. She will receive no more calls from EGS, and we again apologize for the manner in which she was treated by our representative. Sincerely,Element Global Services Compliance Department
First we would like to apologize to Ms. [redacted] if for some reason she did not receive the original notice that was mailed to her on 2/1/16. For her convenience we have attached a copy of that letter to this complaint for her to review. In regards to other phone numbers that may have been called,...
our client sends the file to us with the phone numbers already populated onto the account. Unfortunately we have no way of knowing if the number is or is not associated with the person we are trying to locate, unless we are advised of such. Per our investigation we have determined that there was no mention of any social security numbers by any of our representatives, or from any automated dialing system that may have been utilized. EGS adheres to all Federal and State laws governing the collection of debts. At this point we have removed all phone numbers from the file. I will be glad to discuss the matter with Ms.[redacted] directly in order to help her resolve this matter.Sincerely,Eric W[redacted]
RE: [redacted]I would like to take a moment and apologize to Mrs. [redacted] if she felt she was harassed in any way. I will not tolerate any behavior like that from any of my employees, and that is not the culture I have instilled at EGS. In terms of the account we strive to help consumers avoid any...
negative impact these types of debts may cause. However, it must be understood that we too have guidelines in terms of repayment agreements from our client that we must adhere too. At this point I am willing to discuss a payment plan that will fit into Mrs. [redacted]'s budget. She may contact me directly at [redacted].Sincerely,Eric W[redacted]COO
[redacted]
Thank you for bringing this matter to our attention. At Element Global Services, as a debt collection agency, we work with our clients and the alleged debtor to resolve a particular file to the satisfaction of both our client and the debtor. In this case, the debtor, [redacted]....
[redacted] is not disputing the amount owed. In an effort to assist both our client and Ms. [redacted] the representative may have called several numbers that are listed as valid numbers to contact her.
Those telephone numbers, in fact, did assist in getting Ms. [redacted] to call back and rectify this file.
Our agency is not a law office and does not represent itself as such. If there was any confusion regarding how the debt would be handled, if it was not handled in this office, we apologize. Again, I am happy to speak with Ms. [redacted] directly to discuss her options for the resolution of the amount she owes on her debt.
Please let me know if I can be of further assistance.
Best regards,
[redacted]
Compliance Director