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 ***
Thank you for bringing this issue to our attentionWe would like to address this matter quickly and completely 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 [redacted] 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 [redacted] 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 [redacted] was not at work at the time of the calls On the message that Ms [redacted] 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 takenAgain, we apologize to Ms [redacted] 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 [redacted] 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 [redacted] can resolve things here and feel more comfortable calling me directly.Sincerely, [redacted] ***
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/For her convenience we have attached a copy of that letter to this complaint for her to reviewIn 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 accountUnfortunately 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 suchPer 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 utilizedEGS adheres to all Federal and State laws governing the collection of debtsAt this point we have removed all phone numbers from the fileI will be glad to discuss the matter with Ms[redacted] directly in order to help her resolve this matter.Sincerely,Eric W [redacted]
Our office is in receipt of the complaint dated 10/22/Although Element Global Services disagrees with the factual assertions, we can offer the following explanation On 10/07/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 herAt 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/we were able to make contact again with [redacted] who again stated we needed to discuss this with his ex wifeWe were able to make contact with [redacted] , and yet again blamed her ex husbandOn 10/22/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 officeWe 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 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/We do apologize for any inconvenience, however we do feel this complaint was filed in haste, and without meritIf we do receive a complaint from the Attorney General, we will forward this response to them as wellWe do look forward to helping [redacted] resolve this matter, so she can put it behind her once and for all
March 21, [redacted] Revdex.com of Upstate NY 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 sorrowIt 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 accountsWe 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 creditorThe 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 contactThis 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 calledFurther, 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 questionsI also invited Ms [redacted] to contact me directly should I be able to offer further assistance.Sincerely,Eric W [redacted] Chief Operating Officer
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 creditorsWe attempt to do so in a professional and courteous mannerOccasionally, 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 statementWhile not a 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 arrangementOur representative was not aware of the procedure and should have escalated Ms***’ request to a supervisor We strive to resolve any inquiry efficiently and to the satisfaction of both the consumer and our clientsIn 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 officeI 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 ###-###-####
February 25, [redacted] Revdex.com of Upstate New York 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 complaintWe 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 intendedWe have modified the settings on that system to mitigate the delivery intensityAgain, 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 fileIt is far too seldom that a representative, especially a debt collector, receives praise from a consumerAgain, 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
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 numberBetween 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 machineAt 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 officeAt the time of this contact, our representative removed the telephone number from the account and documented the wrong party contactThe 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 speakingEGS 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 forwardThese 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 soughtShe 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 recordWe hope these suggestions will help [redacted] reduce the calls to her numberElement Global Services has placed [redacted] ’ telephone number [redacted] on its internal “Do Not Call”list, preventing it from being dialed by the systemShe will receive no more calls from EGS, and we again apologize for the manner in which she was treated by our representativeSincerely,Element Global Services Compliance Department
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. ***'s budget. She may contact me directly at [redacted] .Sincerely,Eric W***COO
[redacted] Thank you for bringing this matter to our attentionAt 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 debtorIn this case, the debtor, [redacted] * [redacted] is not disputing the amount owedIn 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 suchIf there was any confusion regarding how the debt would be handled, if it was not handled in this office, we apologizeAgain, 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
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 ***
Thank you for bringing this issue to our attentionWe would like to address this matter quickly and completely 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 [redacted] 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 [redacted] 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 [redacted] was not at work at the time of the calls On the message that Ms [redacted] 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 takenAgain, we apologize to Ms [redacted] 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 [redacted] 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 [redacted] can resolve things here and feel more comfortable calling me directly.Sincerely, [redacted] ***
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/For her convenience we have attached a copy of that letter to this complaint for her to reviewIn 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 accountUnfortunately 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 suchPer 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 utilizedEGS adheres to all Federal and State laws governing the collection of debtsAt this point we have removed all phone numbers from the fileI will be glad to discuss the matter with Ms[redacted] directly in order to help her resolve this matter.Sincerely,Eric W [redacted]
Our office is in receipt of the complaint dated 10/22/Although Element Global Services disagrees with the factual assertions, we can offer the following explanation On 10/07/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 herAt 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/we were able to make contact again with [redacted] who again stated we needed to discuss this with his ex wifeWe were able to make contact with [redacted] , and yet again blamed her ex husbandOn 10/22/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 officeWe 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 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/We do apologize for any inconvenience, however we do feel this complaint was filed in haste, and without meritIf we do receive a complaint from the Attorney General, we will forward this response to them as wellWe do look forward to helping [redacted] resolve this matter, so she can put it behind her once and for all
March 21, [redacted] Revdex.com of Upstate NY 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 sorrowIt 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 accountsWe 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 creditorThe 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 contactThis 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 calledFurther, 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 questionsI also invited Ms [redacted] to contact me directly should I be able to offer further assistance.Sincerely,Eric W [redacted] Chief Operating Officer
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 creditorsWe attempt to do so in a professional and courteous mannerOccasionally, 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 statementWhile not a 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 arrangementOur representative was not aware of the procedure and should have escalated Ms***’ request to a supervisor We strive to resolve any inquiry efficiently and to the satisfaction of both the consumer and our clientsIn 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 officeI 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 ###-###-####
February 25, [redacted] Revdex.com of Upstate New York 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 complaintWe 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 intendedWe have modified the settings on that system to mitigate the delivery intensityAgain, 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 fileIt is far too seldom that a representative, especially a debt collector, receives praise from a consumerAgain, 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
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 numberBetween 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 machineAt 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 officeAt the time of this contact, our representative removed the telephone number from the account and documented the wrong party contactThe 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 speakingEGS 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 forwardThese 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 soughtShe 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 recordWe hope these suggestions will help [redacted] reduce the calls to her numberElement Global Services has placed [redacted] ’ telephone number [redacted] on its internal “Do Not Call”list, preventing it from being dialed by the systemShe will receive no more calls from EGS, and we again apologize for the manner in which she was treated by our representativeSincerely,Element Global Services Compliance Department
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. ***'s budget. She may contact me directly at [redacted] .Sincerely,Eric W***COO
[redacted] Thank you for bringing this matter to our attentionAt 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 debtorIn this case, the debtor, [redacted] * [redacted] is not disputing the amount owedIn 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 suchIf there was any confusion regarding how the debt would be handled, if it was not handled in this office, we apologizeAgain, 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