J. Mark Heldenbrand

This communication is in response to *** *** allegations, contained in her complaint (#***) I have personally reviewed the circumstances complained of, together with a thorough review of any and all communications to and or from Ms***. After my review, I have been
unable to confirm the allegations contained in Ms*** complaintIn response to some of the particulars set forth in the complaint:
It does appear likely that our initial communication to Ms*** was m ailed to an address where she no longer residesThis is a common occurrence when people move and do not provide a forwarding addressAfter several failed attempts to obtain an accurate mailing address for Ms***, she provided one to our law firm on August 29, We then forwarded a second letter to Ms***
The “late at night” call was made at 6:p.m(AZ time)According to our records, that is 8:p.mwhere Ms*** resides, and well within federal and state guidelines with regard to sameI was unable to confirm a point in any conversations with Ms*** where one of our representatives “accused [Ms***] of blowing them off”In listening to the conversations which did take place between Ms*** and one of our represe ntatives, there are times where it would be reasonable to conclude Ms*** was avoiding a meaningful discussionAt one point, our representative was simply attempting to confirm a time when our firm could
contact Ms***Met with vague response s, our firm’s representative simply attempted to confirm Ms*** position
Ms*** is mistaken with regard to her three (3) separate allegations relating to FDCPA violationsEvery aspect of our firm’s communications with Ms*** have been I n full compliance with any and all federal and state laws applicable to our communications, if anyMs*** was asked to provide an updated address on at least two occasions prior to providing the complete address to our firm
During one conversation with “***” at our firm, Ms*** did accuse *** of being discourteous *** immediately apologized and Ms*** response indicated that she accepted his apology
With regard to Ms*** desired outcome/settlement, I am uncertain what is meant by “Billing Adjustment” I would be pleased to speak to Ms*** about this matter, at her convenience She may reach me at ###-###-#### x###
I have set forth below a listing of the communications between Ms*** and our firmI also have recordings of all telephone calls, including hang ups, should you wish to review same
In summary, it is unfortunate that Ms*** has expressed a poor experience with our law firmI do want to note that Ms*** is not a customer or client of our law firm, as those terms are normally understood
Should you have further questions/concerns, please forward same directly to meThank you for your time and consideration
Sincerely,** *** ***

My apologies for not responding sooner. According to our records, Ms*** indicated that she had contacted the Revdex.com and notified the Revdex.com that the matter had been resolved. I, apparently, mistakenly took this to mean there was no longer an issue requiring a response. Again, my
mistake.With regard to the allegations set forth, our firm’s response is as follows:Our firm had legitimate, legally sufficient reasons to contact Ms***, her husband, as well as her mother-in-law. We have reason to think Ms*** was, and is, knowledgeable of these reasons. Our efforts in communicating with all persons contacted were handled professionally, with dignity and respect. Our firm denies any notion of harassing conduct on our part. Finally, many of the allegations contained in Ms***’s account are simply inaccurate. Our firm is prohibited from supplying further details.Thank you for the opportunity to respond.Sincerely,JMark H***Please note new address as of November 1, 2015JMark Heldenbrand, PC*** *** *** ***
*** *** AZ 85202Bus: *** *** ***
*** ***

My apologies for not responding sooner.  According to our records, Ms. [redacted] indicated that she...

had contacted the Revdex.com and notified the Revdex.com that the matter had been resolved.  I, apparently, mistakenly took this to mean there was no longer an issue requiring a response.  Again, my mistake.
With regard to the allegations set forth, our firm’s response is as follows:
Our firm had legitimate, legally sufficient reasons to contact Ms. [redacted], her husband, as well as her mother-in-law.  We have reason to think Ms. [redacted] was, and is, knowledgeable of these reasons.  Our efforts in communicating with all persons contacted were handled professionally, with dignity and respect.  Our firm denies any notion of harassing conduct on our part.  Finally, many of the allegations contained in Ms. [redacted]’s account are simply inaccurate.  Our firm is prohibited from supplying further details.
Thank you for the opportunity to respond.
Sincerely,
J. Mark H[redacted]
Please note new address as of November 1, 2015
J. Mark Heldenbrand, PC

[redacted] AZ  85202
Bus: [redacted]

The judgment at issue is a valid judgment.  Our office was assigned the judgment for purposes of achieving a satisfaction of same.  We will only further communicate with the Complainant, as we are required to, by law.

So the record in this complaint is clear, this is not a customer complaint by a customer.

Thank you for the opportunity to respond.

*. [redacted]

My apologies for not responding sooner.  According to our records, Ms. [redacted] indicated that she...

had contacted the Revdex.com and notified the Revdex.com that the matter had been resolved.  I, apparently, mistakenly took this to mean there was no longer an issue requiring a response.  Again, my mistake.
With regard to the allegations set forth, our firm’s response is as follows:
Our firm had legitimate, legally sufficient reasons to contact Ms. [redacted], her husband, as well as her mother-in-law.  We have reason to think Ms. [redacted] was, and is, knowledgeable of these reasons.  Our efforts in communicating with all persons contacted were handled professionally, with dignity and respect.  Our firm denies any notion of harassing conduct on our part.  Finally, many of the allegations contained in Ms. [redacted]’s account are simply inaccurate.  Our firm is prohibited from supplying further details.
Thank you for the opportunity to respond.
Sincerely,
J. Mark H[redacted]
Please note new address as of November 1, 2015
J. Mark Heldenbrand, PC

[redacted] AZ  85202
Bus: [redacted]  [redacted]

[redacted]

This communication is in response to [redacted] allegations, contained in her complaint (#[redacted]).   I have personally reviewed the circumstances complained of, together with a thorough review of any and all communications to and or from Ms. [redacted]. After my review, I have been...

unable to confirm the allegations contained in Ms. [redacted] complaint. In response to some of the particulars set forth in the complaint:

1. It does appear likely that our initial communication to Ms. [redacted] was m ailed to an address where she no longer resides. This is a common occurrence when people move and do not provide a forwarding address. After several failed attempts to obtain an accurate mailing address for Ms. [redacted], she provided one to our law firm on August 29, 2014.  We then forwarded a second letter to Ms. [redacted].

2. The “late at night” call was made at 6:09 p.m. (AZ time). According to our records, that is 8:09 p.m. where Ms. [redacted] resides, and well within federal and state guidelines with regard to same.3. I was unable to confirm a point in any conversations with Ms. [redacted] where one of our representatives “accused [Ms. [redacted]] of blowing them off”. In listening to the conversations which did take place between Ms. [redacted] and one of our represe ntatives, there are times where it would be reasonable to conclude Ms. [redacted] was avoiding a meaningful discussion. At one point, our representative was simply attempting to confirm a time when our firm could

contact Ms. [redacted]. Met with vague response s, our firm’s representative simply attempted to confirm Ms. [redacted] position.

4. Ms. [redacted] is mistaken with regard to her three (3) separate allegations relating to FDCPA violations. Every aspect of our firm’s communications with Ms. [redacted] have been I n full compliance with any and all federal and state laws applicable to our communications, if any. Ms. [redacted] was asked to provide an updated address on at least two occasions prior to providing the complete address to our firm.

5. During one conversation with “[redacted]” at our firm, Ms. [redacted] did accuse [redacted] of being discourteous.  [redacted] immediately apologized and Ms. [redacted] response indicated that she accepted his apology.

6. With regard to Ms. [redacted] desired outcome/settlement, I am uncertain what is meant by “Billing Adjustment”.  I would be pleased to speak to Ms. [redacted] about this matter, at her convenience.  She may reach me at ###-###-####  x###.

7. I have set forth below a listing of the communications between Ms. [redacted] and our firm. I also have recordings of all telephone calls, including hang ups, should you wish to review same.

In summary, it is unfortunate that Ms. [redacted] has expressed a poor experience with our law firm. I do want to note that Ms. [redacted] is not a customer or client of our law firm, as those terms are normally understood.

Should you have further questions/concerns, please forward same directly to me. Thank you for your time and consideration.

Sincerely,[redacted]

Below are

0.05pt;"> the summaries from our notes, taken during telephone conversations with Ms. [redacted].

 

04/11/2014 15:10:09 – Complainant called in. Our notes indicate Ms. [redacted] was evasive and rude.  She refused to go into detail about the pertinent aspects of our mutual issues with one another. Our office advised Ms. [redacted] of the position our firm was taking with regard to her.  Ms. [redacted] refused to agree with our position, and refused all options presented to her. Our office simply stated our position, and indicated to her that if she changed her mind she could call back. The call was then terminated.

 

04/11/2014 13:12:33 – Complainant called and talked to [redacted].  Mr. [redacted] advised Ms. [redacted] that [redacted] was unavailable. Ms. [redacted] said she got off work at 3:00 p.m., and would call back.

 

04/11/2014 10:38:39 – Sent a letter to Ms. [redacted], regular mail.

 

04/11/2014 10:34:59 – [redacted] tried calling her at 480.434.3138. Ms. [redacted] left a message on Ms. [redacted]’s voicemail.  Ms. [redacted]e then called Ms. [redacted] at [redacted], but the number was disconnected.  Perhaps therein lies at least some of the confusion.

04/11/2014 08:34:15 – Ms. [redacted]s breached her previous agreement with our firm. 04/03/2014 14:11:19 – Our office attempted to call Ms. [redacted] at her place of employment

listed on her original application. Our office discovered Ms. [redacted] is no longer employed at

that business.

 

04/03/2014 14:09:42 – [redacted] tried to call Ms. [redacted] at [redacted]. Ms. [redacted] left a message on Ms. [redacted]’s voicemail.  Ms. [redacted] then called [redacted]. The voicemail was full and could not be utilized.

 

04/03/2014 13:15:21 – Complainant called in, and spoke with [redacted]. Ms. [redacted]l stated she missed work due to a sick child & was not able to honor her previous commitments. Mr. [redacted] told Ms. [redacted] that Mr. [redacted] does not have authorization to cancel previous commitments. Thus, Mr. [redacted] indicated Ms. [redacted] would have to return her call.

 

In summary, we do have the calls with Ms. [redacted] recorded, and can produce them if someone wants to review them for any instances of displays of disrespect or the like. Our office would like to extend our sympathies to Ms. [redacted] for the difficulties that she has and is experiencing, however, we cannot in fairness say that those difficulties were caused or exacerbated by our firm.  Ms. [redacted] is welcome to call [redacted], at extension [redacted].

 

Should you have further questions or concerns, please contact me personally. Thank you for your time and consideration.

 

Sincerely,

 

 

 

J. Mark Heldenbrand, PC

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

04/11/2014 15:10:09 – Complainant called in. Our notes indicate Ms. [redacted] was evasive and rude.  She refused to go into detail about the pertinent aspects of our mutual issues with one another. Our office advised Ms. [redacted] of the position our firm was taking with regard to her.  Ms. [redacted] refused to agree with our position, and refused all options presented to her. Ouroffice simply stated our position, and indicated to her that if she changed her mind she could call back. The call was then terminated.

The bottom line is the woman who spoke to me was VERY rude. The woman HUNG UP on me before our call was finished. You are correct I did not agree with her but that gives her no reason to be disrespectful and hang up in my face. THE POINT...MY ISSUE...IS THE DISRESPECT of a manager on a call with a customer. 

I have nothig more to say to this company. I am not satisfied and I will no longer be doing business with them.

Regards,

On Fri, Mar 28, 2014 at 3:52 PM, [redacted] <[redacted]> wrote:

Thank you for the opportunity to respond to the complaint.  Likely she is referring to the Fair Debt Collection Practices Act.

 

Our response:  The judgment...

is a valid one.  While it is old, it is still an enforceable judgment, having been renewed at the appropriate times over the years.  The statute of limitations is no longer a legal concept which plays a role here, as the lawsuit was filed well before the applicable statute of limitations had run.  We have no more reason to call Complainant at this stage, and thus, we agree not do so.  Complainant is simply wrong about her facts, and the law applicable to the situation.  If she has further questions/concerns, she is free to contact me, or she may contact counsel of her choice.

 

While we will not contact Complainant anymore, per her request, we cannot agree to contact her to notify her that future collection efforts have been terminated.  That is not true so we will not so state.  Good luck to Complainant.

 

This communication is from a debt collector.  Any information learned/obtained will be used for that purpose.

 

Bus: [redacted]  [redacted]

Fax: [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

Thank you for correcting my mistake in my quickly typed letter in response to your harassing letters and phone calls, but my facts are true and legal.

I have already consulted with an attorney and done my research. I have never been contacted within that seven years after I was LEGALLY released from my contract.f by this company or any other company on this matter before the statutes were over. No letter has ever reached my hand. The statutes apply.

Furthermore, I already tried to contact your office, by phone AND certified letter and both were denied. I will not be contacting you again. You have heard what I have to say. I am being harassed by a company that released me from my last months rent due to a serious legal issue in another state. To me, that was the law and this company's failure to adhere to their agreement is utter harassment. I went to their office and explained the situation and worked out a resolution BEFORE I ever left the state. I was responsible in my actions. I also sent them a copy of the agreement.

The statutes are also up for the time to report this on my credit report, so if it is there, remove it promptly.

Thank you,  

 [redacted]

I had a missed call from this number and returned the call, there was no voicemail. The representative [redacted] I spoke too today was extremely unprofessional and once I advised him to C&D my account because I'm disputing and do not owe anything he chuckled and told me to "have a nice day." I told him I need to speak to a manger because nothing about the situation is funny. The manager [redacted] did not apologize on behalf of her representative that was extremely rude and unprofessional, but told me she would review the call. I work in collections and that is not how you conduct business, especially collections.

I have to say the management (Virginia) has no customer service! very rude to be hanging up on people when your trying to resolve a problem and trying to make a positive way to help out! had to hear someone when you start talking and they jump out at your start talking when you don't even get to finish your sentence (very rude)and you hang up and a customer!!! very disrespectful and rude to hang up

Review: Law Offices of [redacted]

Concerning Paradise Springs Apartments in Phoenix, AZ

To whom this matter may concern,

This letter is in response to your phone call to my private, unlisted work phone concerning the above referenced apartment complex.

I have checked with my State Attorney General and have confirmed that the statutes of limitations on this type of account have long expired. Therefore, if you choose to pursue this matter in court, as you told me you intend to do, I will be forced to show proof of this. I will also show how your company refuses official Certified mail sent to you in resolution.

This account is well over seventeen years old. The statutes do not start over from the date you receive the account; you should know that. Paradise Springs released me from my last month of rent due to my six year old daughters abduction in another State. They had six years from that day to report it on my credit report and/or take me to court, had I violated my lease.

As far as I'm concerned, this matter is resolved and any further contact is harassment. At this point ,y only defense is the law, and it happens to fall in my favor.Desired Settlement: Let this letter serve as notification that I do not wish to be contacted about this debt any further except to be notified that future collection efforts have been terminated. Any other communication regarding this debt will be taken as a direct violation of the Fair Debt Collection Act.

Business

Response:

On Fri, Mar 28, 2014 at 3:52 PM, [redacted] <[redacted]> wrote:

Review: To Whom It May Concern

The law offices of J. Mark Heldenbrand contacted my work place on Thursday, October 10, 2013 with the intent to collect payment for a debt stemming from a loan taken out with [redacted]. The representative, [redacted], left a message with the receptionist at my job and I then returned his call. Upon returning his call I was informed that he was calling to collect the debt from a party sharing my name, [redacted]. Due to the fact that I was unaware that I owed money to [redacted] I suggested that [redacted] may have the incorrect party. He then proceeded to read the last four digits of the social security number of the party over the phone to me which turned out to not match my own. I then informed him that I had not lived in [redacted] since 2007 and that I now reside in [redacted]. [redacted] then proceeded to ask me if I knew a “[redacted]” or a “[redacted]” to which I replied, “No”. At this point it was quite clear that I was not the person that [redacted] was looking for and I inquired about his research methods, especially as to how he came across my work number to which he replied “we have our methods”. At this point [redacted] told me that he would do further research and after it was confirmed that I was the incorrect party I would not be receiving any further calls. Later in the day I called back to make a formal complaint and I spoke with a Virginia who, after I explained the phone exchange and the issues with it, replied that “We do this all day” as if to say that because they do it all day there is nothing wrong with it. I find this entire situation unacceptable for several reasons:

1.) I was contacted unnecessarily at my place of work. Due to the nature of the call this may or may not be damaging to my professional reputation in the workplace.

2.) I was given the last four digits of another person’s SSN and the names of people related to/associated with the party in question. The last 4 digits of a person’s SSN are used by many entities as a security key. I can now safely assume that this person’s name is [redacted] and with the last four digits of their SSN I could potentially gain access to some other sensitive information

3.) Overall I felt there were several steps that could have been taken to avoid this error:

a. Calling me on my cell phone. Using their “methods” the law firm could have easily looked this up I’m sure and this could have been handled in a much more discreet manner

b. As I’m sure there are multiple [redacted]’s I should have been ruled out seeing as that my location is [redacted], NY and has not been [redacted] for 6 years. [redacted] could have easily found this out through his “methods” or by the fact that my workplace number has a [redacted] area code ([redacted])

c. Seeing that the SSN was on hand I feel that it would have been logical and efficient to pull information from the SSN before moving forward with making contactDesired Settlement: I am requesting a formal letter of apology and a confirmation that all of my contact and personal information be disposed of properly by the business.

Business

Response:

Ms. [redacted]:

I spoke to Ms. [redacted] today, via telephone. I reiterated my apologies for any inconvenience she has incurred, if any. I also confirmed that a letter of apology, as well as confirmation that her personal information will be disposed of properly, will resolve the matter to Ms. [redacted] satisfaction.

I have prepared the letter and it will be mailed to her, either today but not later than October 31, 2013.

Should you have questions or concerns, please contact me directly.

Thank you.

J. Mark Heldenbrand, PC

Bus: [redacted] Ext [redacted]

Fax: [redacted]

CONFIDENTIALITY NOTICE: The information transmitted with this e-mail (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, may contain privileged or confidential information protected by law, and is intended solely for the use of the individual(s) or entity(ies) to which it is addressed. If you received this e-mail in error, any review, use, dissemination, distribution, copying, other use of, or taking of any action in reliance upon, the information by any individual or entity other than the intended recipient(s) may cause irreparable harm and is strictly prohibited. Any wrongful interception of this message is punishable under federal law. If you believe you may have received this message in error, please immediately notify the sender by telephone at [redacted], and delete this message from your system. Thank you.

The State Bar of Arizona requires attorneys to notify all e-mail recipients that (1) e-mail communication is not a secure method of communication; (2) any e-mail that is sent to you or by you may be copied and held by any or all computers through which it passes as it is transmitted; and (3) persons not participating in our communication may intercept our communications by improperly accessing either of our computers or another computer unconnected to either of us through which the e-mail is passed. I am communicating with you by e-mail with your consent. Please advise me immediately if you do not wish to continue to use e-mail for communication.

Review: [redacted] called a few days ago to talk about an unpaid debt we had. I have paid it off over a year ago and he is saying we haven't. He has been calling me (who isn't on the loan) and harassing my mother in law at her work and my husband who is a Marine. He has called other family and friends harassing them saying he needs to know if they are associated with my mother in law even though he has her number and has called her multiple times. He is getting people involved who doesn't need to be. We are trying to find the paperwork but that doesn't take an hour. He called the other night at 8pm and that is unacceptable. He is harassing and being rude to my family and friends.Desired Settlement: I would like him to give us time to prove the issue and stop saying how a lien will be put on my mother in laws house over something small. He is being a threat to my family and he needs to stop. He will not send paperwork or agree to anything we ask. He makes us all think he is fake and a fraud. I want him to stop calling my family. I want to deal with someone else and I want someone to tell me what's really going on in a business service manner. If he calls again he will not like what will be said. Due to his harassment and rudeness I want this all settled and left alone.

Business

Response:

My apologies for not responding sooner. According to our records, Ms. [redacted] indicated that she had contacted the Revdex.com and notified the Revdex.com that the matter had been resolved. I, apparently, mistakenly took this to mean there was no longer an issue requiring a response. Again, my mistake.With regard to the allegations set forth, our firm’s response is as follows:Our firm had legitimate, legally sufficient reasons to contact Ms. [redacted], her husband, as well as her mother-in-law. We have reason to think Ms. [redacted] was, and is, knowledgeable of these reasons. Our efforts in communicating with all persons contacted were handled professionally, with dignity and respect. Our firm denies any notion of harassing conduct on our part. Finally, many of the allegations contained in Ms. [redacted]’s account are simply inaccurate. Our firm is prohibited from supplying further details.Thank you for the opportunity to respond.Sincerely,J. Mark H[redacted]Please note new address as of November 1, 2015J. Mark Heldenbrand, PC[redacted]

[redacted] AZ 85202Bus: [redacted]

Review: This company called me yesterday about a debt late at night and when I asked them to call back the next day the collector named [redacted]. [redacted] asked if the address they had for me was old and I said yes. Then I asked him to call me back the next day and accused me of blowing them off then he threatened to call my employer. By the end of the call he told me that he was just going to fast forward the debt into collectionsDesired Settlement: I did not receive anything in the mail about this debt. I know that is an fdcpa violation. It is also a violation of the fcdpa to forward debt debt without confirming the debt or giving the debtor at least 30 days to confirm it.

Business

Response:

This communication is in response to [redacted] allegations, contained in her complaint (#[redacted]). I have personally reviewed the circumstances complained of, together with a thorough review of any and all communications to and or from Ms. [redacted]. After my review, I have been unable to confirm the allegations contained in Ms. [redacted] complaint. In response to some of the particulars set forth in the complaint:

1. It does appear likely that our initial communication to Ms. [redacted] was m ailed to an address where she no longer resides. This is a common occurrence when people move and do not provide a forwarding address. After several failed attempts to obtain an accurate mailing address for Ms. [redacted], she provided one to our law firm on August 29, 2014. We then forwarded a second letter to Ms. [redacted].

2. The “late at night” call was made at 6:09 p.m. (AZ time). According to our records, that is 8:09 p.m. where Ms. [redacted] resides, and well within federal and state guidelines with regard to same.3. I was unable to confirm a point in any conversations with Ms. [redacted] where one of our representatives “accused [Ms. [redacted]] of blowing them off”. In listening to the conversations which did take place between Ms. [redacted] and one of our represe ntatives, there are times where it would be reasonable to conclude Ms. [redacted] was avoiding a meaningful discussion. At one point, our representative was simply attempting to confirm a time when our firm could

contact Ms. [redacted]. Met with vague response s, our firm’s representative simply attempted to confirm Ms. [redacted] position.

4. Ms. [redacted] is mistaken with regard to her three (3) separate allegations relating to FDCPA violations. Every aspect of our firm’s communications with Ms. [redacted] have been I n full compliance with any and all federal and state laws applicable to our communications, if any. Ms. [redacted] was asked to provide an updated address on at least two occasions prior to providing the complete address to our firm.

5. During one conversation with “[redacted]” at our firm, Ms. [redacted] did accuse [redacted] of being discourteous. [redacted] immediately apologized and Ms. [redacted] response indicated that she accepted his apology.

6. With regard to Ms. [redacted] desired outcome/settlement, I am uncertain what is meant by “Billing Adjustment”. I would be pleased to speak to Ms. [redacted] about this matter, at her convenience. She may reach me at ###-###-#### x###.

7. I have set forth below a listing of the communications between Ms. [redacted] and our firm. I also have recordings of all telephone calls, including hang ups, should you wish to review same.

In summary, it is unfortunate that Ms. [redacted] has expressed a poor experience with our law firm. I do want to note that Ms. [redacted] is not a customer or client of our law firm, as those terms are normally understood.

Should you have further questions/concerns, please forward same directly to me. Thank you for your time and consideration.

Sincerely,[redacted]

Review: A manager for this comapny is lacking moral principles; unwilling to adhere to proper rules of conduct in accord with the standards of a profession. Meaning... even though she works for a collection agency there is a level of respect this woman could have shown, certainly after knowing the circumstances.

My 7 year old daughter has been ill for some time. I missed a total of 11 days of work. I contacted the office she works for a total of 3 times trying to contact the person dealing with my information named AL. I was told today he no longer works for the company. How was I suppose to know this. I let the person on the phone know I am unable to make any payments for the month of April and they attempted to run my card. However, the funds were not available. I have called a total of 5 times all together the 5th time being with this woman hung up in my face.

[redacted] a Recovery Manager lied about attempting to make contact with me and told me my cell phone was disconnected. My cell has NEVER been disconnected. She than lied stating my voicemail box was full so she left no message. I was very fustrated because she was not paying attention to the fact that I had an ill child who was hospilalized. I made it crystal clear I have no funds available. Instead of behaving like a manger she threatened to start collections activity and hung up on me. This was the worst customer service I have every experienced in my life and it came from a a manager. I continued to call this company since lastmonth to make them aware of my issue, it is not my fault they are just now getting in contact with me.

I work in overdraft collections. However, I have NEVER and would NEVER be so rude. Certainly when a womans child has something other than a simple illness!Desired Settlement: I would like an apology. I would also like some informtaion updating me that the person dealing withmy information is no longer with the company. I would also like to continue making my payments starting in April, if this is not a possiblity I am okay with that however I would like an apology.

Business

Response:

Below are the summaries from our notes, taken during telephone conversations with Ms. [redacted].

04/11/2014 15:10:09 – Complainant called in. Our notes indicate Ms. [redacted] was evasive and rude. She refused to go into detail about the pertinent aspects of our mutual issues with one another. Our office advised Ms. [redacted] of the position our firm was taking with regard to her. Ms. [redacted] refused to agree with our position, and refused all options presented to her. Our office simply stated our position, and indicated to her that if she changed her mind she could call back. The call was then terminated.

04/11/2014 13:12:33 – Complainant called and talked to [redacted]. Mr. [redacted] advised Ms. [redacted] that [redacted] was unavailable. Ms. [redacted] said she got off work at 3:00 p.m., and would call back.

04/11/2014 10:38:39 – Sent a letter to Ms. [redacted], regular mail.

04/11/2014 10:34:59 – [redacted] tried calling her at 480.434.3138. Ms. [redacted] left a message on Ms. [redacted]’s voicemail. Ms. [redacted]e then called Ms. [redacted] at [redacted], but the number was disconnected. Perhaps therein lies at least some of the confusion.

04/11/2014 08:34:15 – Ms. [redacted]s breached her previous agreement with our firm. 04/03/2014 14:11:19 – Our office attempted to call Ms. [redacted] at her place of employment

listed on her original application. Our office discovered Ms. [redacted] is no longer employed at

that business.

04/03/2014 14:09:42 – [redacted] tried to call Ms. [redacted] at [redacted]. Ms. [redacted] left a message on Ms. [redacted]’s voicemail. Ms. [redacted] then called [redacted]. The voicemail was full and could not be utilized.

04/03/2014 13:15:21 – Complainant called in, and spoke with [redacted]. Ms. [redacted]l stated she missed work due to a sick child & was not able to honor her previous commitments. Mr. [redacted] told Ms. [redacted] that Mr. [redacted] does not have authorization to cancel previous commitments. Thus, Mr. [redacted] indicated Ms. [redacted] would have to return her call.

In summary, we do have the calls with Ms. [redacted] recorded, and can produce them if someone wants to review them for any instances of displays of disrespect or the like. Our office would like to extend our sympathies to Ms. [redacted] for the difficulties that she has and is experiencing, however, we cannot in fairness say that those difficulties were caused or exacerbated by our firm. Ms. [redacted] is welcome to call [redacted], at extension [redacted].

Should you have further questions or concerns, please contact me personally. Thank you for your time and consideration.

Sincerely,

J. Mark Heldenbrand, PC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

04/11/2014 15:10:09 – Complainant called in. Our notes indicate Ms. [redacted] was evasive and rude. She refused to go into detail about the pertinent aspects of our mutual issues with one another. Our office advised Ms. [redacted] of the position our firm was taking with regard to her. Ms. [redacted] refused to agree with our position, and refused all options presented to her. Ouroffice simply stated our position, and indicated to her that if she changed her mind she could call back. The call was then terminated.

The bottom line is the woman who spoke to me was VERY rude. The woman HUNG UP on me before our call was finished. You are correct I did not agree with her but that gives her no reason to be disrespectful and hang up in my face. THE POINT...MY ISSUE...IS THE DISRESPECT of a manager on a call with a customer.

I have nothig more to say to this company. I am not satisfied and I will no longer be doing business with them.

Regards,

Very unprofessional. Left voicemail on my personal phone number and immediately contacted me at work without waiting for my reply to my voicemail.