Integral Recoveries, Inc.

Initial Business Response /* (1000, 6, 2015/10/30) */
We have reviewed the Party's complaint resulting from a placement from the Colorado Department of RevenueThe representative left a message at what he believed was the right number for the consumerIt was not our intent to call the consumer's
family memberThe Complaining Party left a message for the representative over the weekend when the representative was not availableThe Complaining Party called our office on Monday, before the collector was in and had a chance to check his voicemail, spoke with a supervisor, advised us we had called a wrong number for her, and asked for us to not call her on that number or any other numberThe supervisor removed the numbers from the account as promisedWhen the representative came in later and received the voicemail from the consumer asking him to call her the name was inaudible and he wasn't able to pull up the account by her phone number, because the number had already been removedThe representative returned her call at the number she left on the voicemail per her requestThe consumer did not answerAfter a review with the supervisor the account was discoveredIntegral Recoveries, Incremoved the Complaining Party's phone contact information on the day of her request, and will not make any further attempts to make contact by telephone
Initial Consumer Rebuttal /* (3000, 8, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no issue with this company attempting to contact me directlyI do have issue with this company knowingly contacting me and reaching me successfully, then after the fact, calling my family members who live out of state in attempt to contact me through themThis is after they knowingly made direct contact with me and verified that they had a contact number for meI have had the same phone/address for over yearsThis company knowingly had correct contact information for me yet continued to call long distance relatives I am not associated with in order to attempt to gather more informationThis practice is a violation to my privacy and this company unethically attempted to gather information they already had
Final Consumer Response /* (4200, 14, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see complaint #just filed Friday 11/13/at 7:12PM MSTBrand new complaint they have now sent my personal account number, balance owed and personal information to another out of state family member, even when I clearly spoke with them not to and comfirmed how to contact me directlyRevdex.com please stop ignoring this company's illegal action, I am not the only recent complaint of this problem
Final Business Response /* (4000, 16, 2015/11/27) */
As of yet we have not received an additional complaint from the Complaining Party so this is the response to the ongoing complaint initially received October 19,
In our last response we provided a timelineOn October 17, at 9:AM, a message was left at what our Representative believed to be a possible phone number for the other consumer on the accountThe voicemail message did identify the same name as the party we were trying to reachOur Representative did not leave details on the party's voicemailHe simply left his name, return phone number, and asked for both the consumers we were trying to reach by their full names
We should have had this included in our timeline as well
-On October 17, at 9:17AM We also sent a letter at that time to what we believed to be a correct address for the other consumer on the accountOur letter had already gone out in the mail when we were made aware that we had the incorrect partyIt was not sent to another relative, it was sent to the address that we believed coincided with the number we called at 9:09AMThe letter was addressed to the Complaining Party and the other person on the account with their full names, and the suffix of the III, so there no confusion on to whom the letter was intended
We apologize for any inconvenience or confusion this may have caused the Complaining Party or her family membersOur only intent was to reach the Complaining Party and the other party on the account

I have received your correspondence concerning recent conversations with our staff membersI wish to thank the consumer for bringing this issue to our attentionI take these issues very seriously and place the highest importance on the treatment of consumers by our staffOur company policy is to
conduct ourselves in a professional manner at all timesI offer a sincere apology as it is apparent that you did not have that experience when communicating with our firmI was however pleased to hear our supervisory staff could help you resolve the email issue and hope that in the future you will reach out to him with any questions

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]i received a monthly statement but the statement only shows the monthly amount and not what the current balance is. All I was requesting is what what I agreed upon ie the monthly amount, balance and due date. Just like you would receive when you set up a payment plan.

We have reviewed the received complaint and have determined that Integral Recoveries, Inc. handled the account appropriately. The account was placed with us from the Colorado Department of Revenue with an amount due from an outstanding balance from 2011. A letter was immediately sent notifying the...

taxpayer that the account had been placed in our office.   The letter was forwarded by our letter service provider to a new address, but was eventually returned. The representative then took steps to find current information to contact the taxpayer. Once new information was found we tried to contact the taxpayer, but when the taxpayer refused to verify identifying information that would allow us to discuss the account with him we did not continue the call. Once the taxpayer received our letter he called us and the representative informed him that the balance was placed in our office. The taxpayer did dispute the balance, and per our dispute resolution protocol, was transferred to the Colorado Department of Revenue to discuss the account. After speaking with the Colorado Department of Revenue the taxpayer called us back to inform the representative that he was going to send documentation to the client, but because the Colorado Department of Revenue did not ask us to put the account on hold the representative did inform him of his options. He let the taxpayer know that he could set up a payment arrangement on the balance, and advised that the account may be subject to involuntary enforcement as the Colorado Department of Revenue had already determined the account eligible for this enforcement. Subsequently the account was placed on hold by our client and all activity by our company also went into a hold status. Our client also informed us, after a review of the documentation provided to them by the taxpayer, that the account has been voided and removed from our office. As always if the taxpayer or the Bureau has any further questions they are welcome to contact our office or the Colorado Department of Revenue directly.

We have reviewed the received complaint and have determined that [redacted]. has handled the account appropriately. Multiple tax years were placed with our company for the complaining party on September 3, 2017 from our client the [redacted], and letters were sent...

for each account placed. We were notified of this complaint on September 13, 2017 and we reached out to our client who confirmed that they had not received notification of the Chapter 7 bankruptcy filing. That same day we received a letter from the taxpayer that referenced a different government agency where we have no affiliation. Our client has updated their records and confirmed that because of this new information 2008 and 2009 tax years required some adjustments, but there is still a remaining balance due. It is our understanding that the taxpayer has spoken with our client and we welcome the taxpayer to continue speaking with them to resolve any outstanding tax years.  As always, if the taxpayer or the Bureau has any further questions please don’t hesitate to reach out to our office or the [redacted] directly.

Thank you once again for reaching out to us. The current balance can be found on the top left of the monthly statement, along with the due date and amount due both found in the body of the letter. We have put in the mail a letter confirming the payment agreement and invite you to reach out to our Production Manager Chris L[redacted] if there is  something more specific we can provide you.

We have received your correspondence regarding a recent interaction with our staff. We acknowledge that a payment was inadvertently taken by one of our representatives when you should have been instructed to pay the court directly. Once the payment was processed on your credit card the...

representative immediately realized her error and we canceled the transaction. As of today’s date, our records reflect that the funds were returned to your account.  Our supervisor did reach out to our client and explain the situation so you are free to pay them directly.  We apologize for this error and are committed to use this as a training opportunity. We also appreciate your making us aware as we strive for all encounters with our organization to be positive.

I have received your recent correspondence regarding an interaction you had with our firm. I first want to thank you for bringing these issues to our attention and assure you that we place the highest importance on the treatment of our consumers. It is against our policy to communicate in an...

unprofessional manner and wish to extend our apologies to you as it is apparent that you feel your experience was less than professional. We also certainly never want the lines of communication to be closed so please contact our office at any time. Our Production Manager Chris L[redacted] will be more than happy to answer any questions you may have going forward. You may communicate with Chris exclusively should you choose. In response to the payment arrangement letter, our records reflect that we mailed it to you on the day of your conversation with our company. If you have yet to receive it or there is something more specific that we can assist you with, please feel free to contact us.