Please see attached responseSeptember 7, [redacted] Complaint Handler Revdex.com of Upstate NY Bryant Woods South Amherst, NY 14228Re: Complaint [redacted] – [redacted] Dear ***Please excuse the tardiness of this responseM & S Recovery (M&S) has reviewed this complaint and would like to apologize to Ms [redacted] While it took some time to locate Ms [redacted] ’s accounts with the information provided (the telephone number provided in her complant has never been in M&S’ system), we were able determine what happened.Review of M&S’ records indicates that other telephone numbers were dialed in an attempt to reach Ms [redacted] On several of these numbers, M&S’ representatives were told it was a wrong numberEach number was immediately removed from the delinquent account bearing Ms [redacted] ’s nameUnfortunately, days afterward, a second delinquent debt for Ms [redacted] was received, with many of the same telephone numbers provided by the creditor and by our automated skip-tracing toolAs this was a new debt, the cycle began againOnce again, when informed about the wrong numbers, the numbers were immediately removed from the account.Given that there has been no documented contact with Ms [redacted] directly, we must assume that the person informing us of at least one of these wrong number contacts may have possibly been Ms [redacted] In either event, since Ms [redacted] has not addressed her delinquent debt, and as she’s requested no further calls, despite the fact that M&S has no record of contact with her, we have closed both her accounts here as “Cease and Desist” and have returned them to her creditor as suchWe have no way of knowing if her creditor will continue to pursue Ms [redacted] for the past due bills or not.Sincerely,M & S Recovery
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I would like the opportunity to respond to the response from M&S Recovery I would like to state that I am currently fulfilling my debts through an accredited Debt Consolidation agency; however, I could not forward the debt information from M&S Recovery to them because they refused to validate the debtHow could I even know what debt they were looking to collect? I tried to call them numerous times and just received dead air on the other end for twenty minutes straight, each timeThis agency uses numerous numbers to harass people; many of which are probably not even validAny reputable agency would send you a letter right from the startInstead, they chose to harass myself and my family, all over the entire East CoastMy mother has seventeen (17) threatening recorded messages from them alone saved on her answering machine, in case proof is ever neededI couldn’t help but notice that this agency did not address the relentless harassment towards me and my family in their rebuttal Last week, after MANY repeated attempts, they finally sent me not one, but two validation letters for the ONLY debt I owe themIt is just a shame that I had to file numerous complaints about this deceitful company in order to resolve this issueThat information has been forwarded to the Debt Consolidation agency and will be paid through them I want it noted that M&S Recovery are a bunch of unprofessional bullies and should be shut down immediatelyThere is even a warning on the Upstate New York Revdex.com website warning consumers not to deal with them due to overwhelming complaints involving threats and harassmentHow dare they accuse me of acting in the same manner as themI am working very hard to resolve my debt, and if they had been straightforward with me right from the beginning, then all of this could have been avoidedIt is only through consumer awareness and notifying the proper channels, can these bottom feeders get what is coming to themI would warn anyone to simply Google them and all of the fake numbers they use before entering into any kind of agreement with these scumbagsAvoid dealing with them at all cost,Regards, [redacted]
Please see attached responseTerry M&S Recovery (M&S) received and investigated Ms [redacted] ’s complaint referenced aboveM&S is a third party collection agency contracted to collect charged off debt owed to its clientsWe do so using information provided by the creditors, along with information obtained from public records which we presume is accurate when obtained Review of the recording indicates that M&S’ representative followed standard procedure when attempting to not only determine the reason Ms [redacted] ’s outstanding account did not have a single payment recorded after its initial purchase, but to document any mitigating factors which might help to formulate a repayment plan within the guidelines set by her creditorThe recording does does not indicate that M&S’ representative was disrespectful to Ms [redacted] , but simply that she expressed surprise that Ms [redacted] had been unable to find suitable employment in a city as large as AtlantaMs [redacted] apparently interpreted this surprise as disrespect and began to berate the representativeThe representative attempted several times to apologize for any confusion, but Ms [redacted] simply interrupted and demanded to speak with a supervisorThe supervisor with whom Ms [redacted] spoke also apologized several times, and offered to help Ms [redacted] resolve her outstanding debt, but would only demand that the representative be punished for “disrespecting” herShe hung up on the supervisor while the supervisor was attempting to explain that she would address the incident with the representativeAgain, Ms [redacted] refused to address the debt in any way As Ms [redacted] has failed to address her outstanding debt in any way, and as she indicated in her original call that she has legal counsel, M&S has closed her account and has returned it to her creditor as “Cease and Desist”We have also forwarded copies of the audio recordings for review by Ms [redacted] ’s creditor and by our general counsel, in the event it is needed As the account has been closed, M&S Recovery believes it has addressed Ms [redacted] ’s complaint, but your office may reach out if you require additional information Sincerely, Terry [redacted] , Agency Manager
Thank you for the opportunity to address this inquiry Our response is attached.Regards, M & S Recovery Solutions, LLCM & S Recovery Solutions, LLC (M&S) has taken the opportunity to review and investigate the complaintBased on the information provided in the complaint, we can find no indication of an account for [redacted] We have searched our data base for a similar address, a similar name and they too have yielded nothingGiven the information provided, we believe that Mr [redacted] may have been contacted by someone other than M&S Recovery Solutions Please ask Mr [redacted] to provide the telephone numbers at which he and others have been contactedWe will research our records to determine if calls have been placed to any of those numbersWe will also place those numbers on our internal “Do Not Call” list We look forward to resolving this matter Thank you, Terry [redacted] Office Manager M & S Recovery Solutions, LLC
M&S Recovery (M&S) received and investigated Ms***’s complaint referenced aboveM&S is a third party collection agency contracted to collect charged off debt owed to its clientsWe do so using information provided by the creditors, along with information obtained from public records which we presume is accurate when obtainedTo address Ms***’s complaint, I can find no indication of any call placed before 8AM local time to Ms***Our systems are programmed to not permit telephone calls prior to 8AM in each time zoneAs each call is logged when dialed, I believe Ms [redacted] may be mistaken, or has been contacted by someone other than M&S Review of several calls on the account reveal that M&S could have better assisted Ms***, and for that, I apologize on behalf of M&S and its staffReview did not, however, indicate that the representative was initially critical of Ms***’s reliance on social security, but simply surprisedThe manner in which the surprise was expressed apparently caused the conversation to become increasingly argumentativeI have counseled our representative, but feel that both parties contributed to the escalation As Ms***’s complaint indicates she wants no further calls, I have closed the account in our office as “Efforts Exhausted” and have returned it to her creditorMs [redacted] will not be contacted further by M&S Recovery regarding this matter Sincerely, Terry H [redacted] , Agency Manager
M&S Recovery (M&S) received and investigated the complaint above, and has determined that its representative acted in a manner that was argumentative and significantly outside our expectationsM&S apologizes to Ms [redacted] for her inconvenience, and has addressed the issue with the representatives involvedReview of M&S’ records do not reveal any instance of threatening to take Ms [redacted] ’s taxes, something M&S is not legally able to doReview of the records did, however, reveal an issue with the manner in which consumer correspondence is automatically generated and sentWe believe the issue is resolved, and have sent a settlement offer to Ms [redacted] per her original request and our original promiseWe thank her for bringing this issue to our attention, as it did not involve many letters, but any failure of this nature is of great concernM&S has reached out to Ms [redacted] to confirm her receipt of the correspondence requested, and to provide her with the customer service experience she should have enjoyed initiallyWe have not heard back from her as of this time, but hope to help her resolve this delinquent account quickly and courteouslyPlease do not hesitate to reach out to M&S Recovery should we be able to provide more information on this issue Sincerely, M&S Recovery, LLC
Please see attached response.TerryM&S Recovery (M&S) has received Ms***’s complaint and would like to apologize for her inconvenienceM&S is a third party debt collection agency contracted by creditors to collect payment of charged off debtWe do so by using information provided by the creditors and with information obtained from public records, which we believe to be accurate when obtained It appears Ms***’s telephone number was called in an attempt to reach another party who may have had that number at some point in the pastOnce again, we apologize for any concern Ms [redacted] may haveShe has no account placed at our officeWe have removed the telephone number referenced [redacted] ) from the account in question, and have taken the additional step of adding it to our internal “Do Not Call” list, preventing it from being dialed by our systemMs [redacted] will not be contacted further by M&S regarding this matterIf there are any other telephone numbers at which Ms [redacted] is being contacted, please ask her to relay those numbers to us so that we may remove them as wellBy removing Ms***’s telephone number from the account and by entering that number into our “Do Not Call” list, we hope that we have satisfied the complaint and eased Ms***’s concernsPlease don’t hesitate to reach out if you have additional concerns Sincerely, M&S Recovery Solutions
Please see attached response - ***February 23, 2016RevDex.com 100 Bryant Woods South Buffalo, NY 14228Re: Complaint # [redacted] – [redacted] Dear ***:M&S Recovery (M&S) received and investigated Ms. [redacted] ’s complaint referenced above. M&S would like to apologize to... Ms. [redacted] for the confusion regarding her payments. I have personally reached out to her and have corrected the issue here.When our representative discussed options with Ms. [redacted] , she discussed a multiple payment method whereby Ms. [redacted] could make a small down payment and complete the repayment a month later. Due to confusion on the part of our representative, payment was mistakenly processed. We have refunded that payment to Ms. [redacted] and have placed her on a payment plan with which she fees comfortable. We again apologize to Ms. [redacted] for the confusion.I will be working personally with Ms. [redacted] going forward, providing her with a single point of contact at M&S, and she will contact me each month to make her payment on the day she is able to do so.I trust the explanation above satisfies this complaint with your office, but please do not hesitate to reach out if you require more information.Terry H [redacted] M&S Recovery, LLC
M&S Recovery has received the complaint above and has reviewed its contacts with Ms***It appears there was confusion among all the parties and that each party interpreted the same conversations differentlyIt has been determined though that our former Director of Operations offered
Ms*** both a refund of a payment that Ms*** did not expect to have taken from her account and forgiveness of the remaining portion of the debtUnfortunately, the representative with whom Ms*** spoke was not aware of this conversation as it was not documented on the accountWe apologize for this error.As the settlement was offered, it is now doneMs***’s balance on this account is now zero and a letter will be sent to her within days.As M&S does not report to any credit reporting agencies nor does her current creditor, neither company has placed any comment on her credit report, although the originating creditor may have done soTherefore, we suggest that Ms*** make copies of the satisfaction letter and send them to the three major credit reporting agencies in order that any derogatory item can be revised.M&S sincerely apologizes to Ms*** for the confusion and for her inconvenience.Thank you,M&S Recovery Solutions
M&S Recovery (M&S) received and investigated Ms***’ complaint referenced abovePlease be aware that, as Ms***’ complaint states that she wishes no further contact, and that she will not work with M&S, we have closed the account and have returned it to her creditor as “Cease and
Desist”We cannot predict what her creditor may or may not do regarding the account, but we are not authorized to “clear to zero” any account, as we do not own the accounts; we simply are contracted to collect the past due balances.Review of the record seems to indicate that both our representative and Ms*** became increasingly argumentative during their conversation, which led to each attempting to speak while the other was speakingWe try always to remind our representatives to allow consumers to complete statements before responding, not only to be polite, but to hear everything the consumer is sayingIn this case, however, the representative interrupted several times and eventually hung up on Ms***, for which we apologizeThe representative has been disciplined according to our policies and will be monitored going forward until we are sure this was an isolated incident.In returning this account to her creditor, we trust we’ve eased Ms***’ concernsM&S Recovery will not attempt contact with her again regarding this matterWe remind her that the account is still unpaid, as M&S cannot change the balance.Sincerely,Terry H*** M&S Recovery, LLC
Dear ***:M&S Recovery Solutions, LLC (M&S) has received the above referenced matter and has forwarded it to me for investigation and responseM&S is a third party collection agency contracted by its clients to collect on charged off debt utilizing information obtained from and by its
clients, which we presume to be accurate at the time the account is placed.Per the terms of the attached contract, Mr*** committed to a year term when signing up for the service (see paragraph 1)As with many cellular phone contracts, payment on the balance of the term is expected, even if the service is cancelled prior to the end of the termThis appears to be so in the case of Mr***The contract further states that, after the initial three year period, the contract will automatically renew for additional one year periods ‘UNLESS PAI RECEIVES A WRITTEN NOTICE OF CANCELLATION FROM THE CUSTOMER VIA U.SMAIL OR OVERNIGHT MAIL, POSTMARKED AT LEAST SIXTY (60) DAYS PRIOR TO THE END OF THE INITIAL TERM OR ANY SUBSEQUENT RENEWAL TERM.”While Mr*** may have made a telephone call to cancel his service, that would not have been according to the terms of the agreement, and it appears that *** *** continued to bill for service, according to those termsAfter failing to secure payment, the account was sold to our client, Southwestern Investors Group, who purchased the account with the balance specified ($ 565.53)Southwestern, of course, did not originate the contract, nor have any contact with Mr***After consultation, however, with Southwestern Investors Group, they have agreed to accept half (50%) of the outstanding balance, or $ to settle the account in fullIf Mr*** wishes to accept this offer, he may contact me directly at 716-328-Should we not hear from Mr*** by October 21st, we will close the account here and return it to *** *** *** as “Refused to Pay”, due to the signed contract being provided to answer Mr***’s dispute of the terms.I trust this explanation, and the offer to assist Mr*** in resolving his outstanding debt, addresses the complaint fully, and I look forward to his reply.Sincerely,Terry H*** Agency Manager
Please see attached response, Consumer Financial Protection Bureau PO Box Iowa City, IA Re: Complaint Number ***To whom it may concern: As the consumer referenced above has filed simultaneous and identical complaints with both your offices, M&S Recovery (M&S) is
responding to both simultaneously as wellIt appears Ms*** is engaging in similar behavior to that behavior she attributes to M&SReview of M&S’ records reveals that Ms*** (we also show Del Rosso) has multiple accounts placed either currently or formerly with our agencyAs each is a separate and distinct delinquent debt, unpaid by Ms***, each has been called in an attempt to reach herThere is no documented contact on any account, nor inbound telephone call from any number at which contact was attemptedTo date, none of M&S’ calls has been acknowledged by Ms***, nor do we show a return call from any number at which contact was attemptedFurther, M&S has not been contacted by any authorized representative involved in the debt consolidation referenced by Ms***In short, it appears that Ms*** has not addressed her debt except through these complaintsAs contact has not been made with Ms***, and as mail sent to the address on file has not been returned, M&S cannot say whether or not she has received the validation she claims M&S has refused to provideDue to these simultaneous and identical complaints, M&S has closed Ms***’s accounts and returned them to her creditor(s) as “Cease and Desist”While we cannot predict what course of action, if any, her creditor may pursue, M&S will no longer attempt contact with Ms***.We trust that closing her accounts and in ceasing collection activity on her delinquent debt, we have satisfied this matter with your offices. Sincerely, M&S Recovery
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** ***
Attached please find our response to this complaint. It does not appear that this complaint should be directed to us. We would appreciate the complaint being removed from our record. Thank youM&S Recovery LLC has received and reviewed the complaint aboveUnfortunately, we
are not able to locate any account for Ms***, either past or currentWe took the additional step of involving our primary client and asking them to search their records as well, but were informed that they also had no account for Ms***Our client reached out to Ms*** and determined that she had paid a company called MS Solutions, which may have been located in Hamburg, NYThe company is apparently no longer in businessOur client’s representative spoke at length with Ms*** and suggested she obtain validation of the debt from the agency currently calling her, and trying to obtain more information regarding the current creditor, who can hopefully assist herOur client has made themselves available to Ms*** if she needs additional help with this matter, as does M&S RecoveryAs this complaint apparently does not involve M&S Recovery at all, we would ask that the Revdex.com consider deleting this complaint from our recordKind Regards,
Dear [redacted]:M&S Recovery (M&S) has received Mr. [redacted]’s complaint and apologizes for any concerns he has. Per the request in the complaint, we have placed his account in Cease and Desist status and have entered his telephone number (###-###-####) into our “Do Not Call” list. M&S will...
not attempt contact with Mr. [redacted] again regarding this matter.Review of this account indicates only two calls placed to the telephone number provided by Mr. [redacted] in his complaint, both resulting in messages left on his voicemail. It is important to note that our automated call tracking system does not indicate any inbound calls from Mr. [redacted]. If Mr. [redacted] pressed “1” to speak with an operator during a voicemail message, he would not connect to our office. If, on the other hand, he called us from another telephone number, please ask him to provide that number in order that we can research further.As we can no longer call Mr. [redacted] due to his request to Cease and Desist, I invite him to contact me directly to resolve his past due account, or to update his address with M&S so that we can attempt again to send written notification of his debt.Sincerely,Terry H[redacted] Agency Manager
Please see attached responseSeptember 7, 2016[redacted] Complaint Handler Revdex.com of Upstate NY 100 Bryant Woods South Amherst, NY 14228Re: Complaint [redacted] – [redacted]Dear [redacted]Please excuse the tardiness of this response. M & S Recovery (M&S) has reviewed this...
complaint and would like to apologize to Ms. [redacted]. While it took some time to locate Ms. [redacted]’s accounts with the information provided (the telephone number provided in her complant has never been in M&S’ system), we were able determine what happened.Review of M&S’ records indicates that other telephone numbers were dialed in an attempt to reach Ms. [redacted]. On several of these numbers, M&S’ representatives were told it was a wrong number. Each number was immediately removed from the delinquent account bearing Ms. [redacted]’s name. Unfortunately, days afterward, a second delinquent debt for Ms. [redacted] was received, with many of the same telephone numbers provided by the creditor and by our automated skip-tracing tool. As this was a new debt, the cycle began again. Once again, when informed about the wrong numbers, the numbers were immediately removed from the account.Given that there has been no documented contact with Ms. [redacted] directly, we must assume that the person informing us of at least one of these wrong number contacts may have possibly been Ms. [redacted]. In either event, since Ms. [redacted] has not addressed her delinquent debt, and as she’s requested no further calls, despite the fact that M&S has no record of contact with her, we have closed both her accounts here as “Cease and Desist” and have returned them to her creditor as such. We have no way of knowing if her creditor will continue to pursue Ms. [redacted] for the past due bills or not.Sincerely,M & S Recovery
Please see attached response. Terry M&S Recovery (M&S) received and investigated Ms. [redacted]’s complaint referenced above. M&S is a third party collection agency contracted to collect charged off debt owed to its clients. We do so using information provided by the creditors, along...
with information obtained from public records which we presume is accurate when obtained. Review of the recording indicates that M&S’ representative followed standard procedure when attempting to not only determine the reason Ms. [redacted]’s outstanding account did not have a single payment recorded after its initial purchase, but to document any mitigating factors which might help to formulate a repayment plan within the guidelines set by her creditor. The recording does does not indicate that M&S’ representative was disrespectful to Ms. [redacted], but simply that she expressed surprise that Ms. [redacted] had been unable to find suitable employment in a city as large as Atlanta. Ms. [redacted] apparently interpreted this surprise as disrespect and began to berate the representative. The representative attempted several times to apologize for any confusion, but Ms. [redacted] simply interrupted and demanded to speak with a supervisor. The supervisor with whom Ms. [redacted] spoke also apologized several times, and offered to help Ms. [redacted] resolve her outstanding debt, but would only demand that the representative be punished for “disrespecting” her. She hung up on the supervisor while the supervisor was attempting to explain that she would address the incident with the representative. Again, Ms. [redacted] refused to address the debt in any way. As Ms. [redacted] has failed to address her outstanding debt in any way, and as she indicated in her original call that she has legal counsel, M&S has closed her account and has returned it to her creditor as “Cease and Desist”. We have also forwarded copies of the audio recordings for review by Ms. [redacted]’s creditor and by our general counsel, in the event it is needed. As the account has been closed, M&S Recovery believes it has addressed Ms. [redacted]’s complaint, but your office may reach out if you require additional information. Sincerely, Terry [redacted], Agency Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would just ask that my phone number not be allowed to be passed on to other collection agencies as I have had this cell phone number for close to a decade and it is not associated with any subject of debt collection accounts. Thank you for responding in a timely fashion. Regards, [redacted]
While apologizing for the tardniness of this response, M&S is not able to provide a substantive answer at this time, as the complainant has retained legal counsel and is pursuing this matter in another fashion. M&S feels that to respond to the complaint in this forum would not be in...
the best interests of either party. Thank you, M&S Recovery
Please see attached responseSeptember 7, [redacted] Complaint Handler Revdex.com of Upstate NY Bryant Woods South Amherst, NY 14228Re: Complaint [redacted] – [redacted] Dear ***Please excuse the tardiness of this responseM & S Recovery (M&S) has reviewed this complaint and would like to apologize to Ms [redacted] While it took some time to locate Ms [redacted] ’s accounts with the information provided (the telephone number provided in her complant has never been in M&S’ system), we were able determine what happened.Review of M&S’ records indicates that other telephone numbers were dialed in an attempt to reach Ms [redacted] On several of these numbers, M&S’ representatives were told it was a wrong numberEach number was immediately removed from the delinquent account bearing Ms [redacted] ’s nameUnfortunately, days afterward, a second delinquent debt for Ms [redacted] was received, with many of the same telephone numbers provided by the creditor and by our automated skip-tracing toolAs this was a new debt, the cycle began againOnce again, when informed about the wrong numbers, the numbers were immediately removed from the account.Given that there has been no documented contact with Ms [redacted] directly, we must assume that the person informing us of at least one of these wrong number contacts may have possibly been Ms [redacted] In either event, since Ms [redacted] has not addressed her delinquent debt, and as she’s requested no further calls, despite the fact that M&S has no record of contact with her, we have closed both her accounts here as “Cease and Desist” and have returned them to her creditor as suchWe have no way of knowing if her creditor will continue to pursue Ms [redacted] for the past due bills or not.Sincerely,M & S Recovery
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I would like the opportunity to respond to the response from M&S Recovery I would like to state that I am currently fulfilling my debts through an accredited Debt Consolidation agency; however, I could not forward the debt information from M&S Recovery to them because they refused to validate the debtHow could I even know what debt they were looking to collect? I tried to call them numerous times and just received dead air on the other end for twenty minutes straight, each timeThis agency uses numerous numbers to harass people; many of which are probably not even validAny reputable agency would send you a letter right from the startInstead, they chose to harass myself and my family, all over the entire East CoastMy mother has seventeen (17) threatening recorded messages from them alone saved on her answering machine, in case proof is ever neededI couldn’t help but notice that this agency did not address the relentless harassment towards me and my family in their rebuttal Last week, after MANY repeated attempts, they finally sent me not one, but two validation letters for the ONLY debt I owe themIt is just a shame that I had to file numerous complaints about this deceitful company in order to resolve this issueThat information has been forwarded to the Debt Consolidation agency and will be paid through them I want it noted that M&S Recovery are a bunch of unprofessional bullies and should be shut down immediatelyThere is even a warning on the Upstate New York Revdex.com website warning consumers not to deal with them due to overwhelming complaints involving threats and harassmentHow dare they accuse me of acting in the same manner as themI am working very hard to resolve my debt, and if they had been straightforward with me right from the beginning, then all of this could have been avoidedIt is only through consumer awareness and notifying the proper channels, can these bottom feeders get what is coming to themI would warn anyone to simply Google them and all of the fake numbers they use before entering into any kind of agreement with these scumbagsAvoid dealing with them at all cost,Regards, [redacted]
Please see attached responseTerry M&S Recovery (M&S) received and investigated Ms [redacted] ’s complaint referenced aboveM&S is a third party collection agency contracted to collect charged off debt owed to its clientsWe do so using information provided by the creditors, along with information obtained from public records which we presume is accurate when obtained Review of the recording indicates that M&S’ representative followed standard procedure when attempting to not only determine the reason Ms [redacted] ’s outstanding account did not have a single payment recorded after its initial purchase, but to document any mitigating factors which might help to formulate a repayment plan within the guidelines set by her creditorThe recording does does not indicate that M&S’ representative was disrespectful to Ms [redacted] , but simply that she expressed surprise that Ms [redacted] had been unable to find suitable employment in a city as large as AtlantaMs [redacted] apparently interpreted this surprise as disrespect and began to berate the representativeThe representative attempted several times to apologize for any confusion, but Ms [redacted] simply interrupted and demanded to speak with a supervisorThe supervisor with whom Ms [redacted] spoke also apologized several times, and offered to help Ms [redacted] resolve her outstanding debt, but would only demand that the representative be punished for “disrespecting” herShe hung up on the supervisor while the supervisor was attempting to explain that she would address the incident with the representativeAgain, Ms [redacted] refused to address the debt in any way As Ms [redacted] has failed to address her outstanding debt in any way, and as she indicated in her original call that she has legal counsel, M&S has closed her account and has returned it to her creditor as “Cease and Desist”We have also forwarded copies of the audio recordings for review by Ms [redacted] ’s creditor and by our general counsel, in the event it is needed As the account has been closed, M&S Recovery believes it has addressed Ms [redacted] ’s complaint, but your office may reach out if you require additional information Sincerely, Terry [redacted] , Agency Manager
Thank you for the opportunity to address this inquiry Our response is attached.Regards, M & S Recovery Solutions, LLCM & S Recovery Solutions, LLC (M&S) has taken the opportunity to review and investigate the complaintBased on the information provided in the complaint, we can find no indication of an account for [redacted] We have searched our data base for a similar address, a similar name and they too have yielded nothingGiven the information provided, we believe that Mr [redacted] may have been contacted by someone other than M&S Recovery Solutions Please ask Mr [redacted] to provide the telephone numbers at which he and others have been contactedWe will research our records to determine if calls have been placed to any of those numbersWe will also place those numbers on our internal “Do Not Call” list We look forward to resolving this matter Thank you, Terry [redacted] Office Manager M & S Recovery Solutions, LLC
M&S Recovery (M&S) received and investigated Ms***’s complaint referenced aboveM&S is a third party collection agency contracted to collect charged off debt owed to its clientsWe do so using information provided by the creditors, along with information obtained from public records which we presume is accurate when obtainedTo address Ms***’s complaint, I can find no indication of any call placed before 8AM local time to Ms***Our systems are programmed to not permit telephone calls prior to 8AM in each time zoneAs each call is logged when dialed, I believe Ms [redacted] may be mistaken, or has been contacted by someone other than M&S Review of several calls on the account reveal that M&S could have better assisted Ms***, and for that, I apologize on behalf of M&S and its staffReview did not, however, indicate that the representative was initially critical of Ms***’s reliance on social security, but simply surprisedThe manner in which the surprise was expressed apparently caused the conversation to become increasingly argumentativeI have counseled our representative, but feel that both parties contributed to the escalation As Ms***’s complaint indicates she wants no further calls, I have closed the account in our office as “Efforts Exhausted” and have returned it to her creditorMs [redacted] will not be contacted further by M&S Recovery regarding this matter Sincerely, Terry H [redacted] , Agency Manager
M&S Recovery (M&S) received and investigated the complaint above, and has determined that its representative acted in a manner that was argumentative and significantly outside our expectationsM&S apologizes to Ms [redacted] for her inconvenience, and has addressed the issue with the representatives involvedReview of M&S’ records do not reveal any instance of threatening to take Ms [redacted] ’s taxes, something M&S is not legally able to doReview of the records did, however, reveal an issue with the manner in which consumer correspondence is automatically generated and sentWe believe the issue is resolved, and have sent a settlement offer to Ms [redacted] per her original request and our original promiseWe thank her for bringing this issue to our attention, as it did not involve many letters, but any failure of this nature is of great concernM&S has reached out to Ms [redacted] to confirm her receipt of the correspondence requested, and to provide her with the customer service experience she should have enjoyed initiallyWe have not heard back from her as of this time, but hope to help her resolve this delinquent account quickly and courteouslyPlease do not hesitate to reach out to M&S Recovery should we be able to provide more information on this issue Sincerely, M&S Recovery, LLC
Please see attached response.TerryM&S Recovery (M&S) has received Ms***’s complaint and would like to apologize for her inconvenienceM&S is a third party debt collection agency contracted by creditors to collect payment of charged off debtWe do so by using information provided by the creditors and with information obtained from public records, which we believe to be accurate when obtained It appears Ms***’s telephone number was called in an attempt to reach another party who may have had that number at some point in the pastOnce again, we apologize for any concern Ms [redacted] may haveShe has no account placed at our officeWe have removed the telephone number referenced [redacted] ) from the account in question, and have taken the additional step of adding it to our internal “Do Not Call” list, preventing it from being dialed by our systemMs [redacted] will not be contacted further by M&S regarding this matterIf there are any other telephone numbers at which Ms [redacted] is being contacted, please ask her to relay those numbers to us so that we may remove them as wellBy removing Ms***’s telephone number from the account and by entering that number into our “Do Not Call” list, we hope that we have satisfied the complaint and eased Ms***’s concernsPlease don’t hesitate to reach out if you have additional concerns Sincerely, M&S Recovery Solutions
Please see attached response - ***February 23, 2016RevDex.com 100 Bryant Woods South Buffalo, NY 14228Re: Complaint # [redacted] – [redacted] Dear ***:M&S Recovery (M&S) received and investigated Ms. [redacted] ’s complaint referenced above. M&S would like to apologize to... Ms. [redacted] for the confusion regarding her payments. I have personally reached out to her and have corrected the issue here.When our representative discussed options with Ms. [redacted] , she discussed a multiple payment method whereby Ms. [redacted] could make a small down payment and complete the repayment a month later. Due to confusion on the part of our representative, payment was mistakenly processed. We have refunded that payment to Ms. [redacted] and have placed her on a payment plan with which she fees comfortable. We again apologize to Ms. [redacted] for the confusion.I will be working personally with Ms. [redacted] going forward, providing her with a single point of contact at M&S, and she will contact me each month to make her payment on the day she is able to do so.I trust the explanation above satisfies this complaint with your office, but please do not hesitate to reach out if you require more information.Terry H [redacted] M&S Recovery, LLC
M&S Recovery has received the complaint above and has reviewed its contacts with Ms***It appears there was confusion among all the parties and that each party interpreted the same conversations differentlyIt has been determined though that our former Director of Operations offered
Ms*** both a refund of a payment that Ms*** did not expect to have taken from her account and forgiveness of the remaining portion of the debtUnfortunately, the representative with whom Ms*** spoke was not aware of this conversation as it was not documented on the accountWe apologize for this error.As the settlement was offered, it is now doneMs***’s balance on this account is now zero and a letter will be sent to her within days.As M&S does not report to any credit reporting agencies nor does her current creditor, neither company has placed any comment on her credit report, although the originating creditor may have done soTherefore, we suggest that Ms*** make copies of the satisfaction letter and send them to the three major credit reporting agencies in order that any derogatory item can be revised.M&S sincerely apologizes to Ms*** for the confusion and for her inconvenience.Thank you,M&S Recovery Solutions
M&S Recovery (M&S) received and investigated Ms***’ complaint referenced abovePlease be aware that, as Ms***’ complaint states that she wishes no further contact, and that she will not work with M&S, we have closed the account and have returned it to her creditor as “Cease and
Desist”We cannot predict what her creditor may or may not do regarding the account, but we are not authorized to “clear to zero” any account, as we do not own the accounts; we simply are contracted to collect the past due balances.Review of the record seems to indicate that both our representative and Ms*** became increasingly argumentative during their conversation, which led to each attempting to speak while the other was speakingWe try always to remind our representatives to allow consumers to complete statements before responding, not only to be polite, but to hear everything the consumer is sayingIn this case, however, the representative interrupted several times and eventually hung up on Ms***, for which we apologizeThe representative has been disciplined according to our policies and will be monitored going forward until we are sure this was an isolated incident.In returning this account to her creditor, we trust we’ve eased Ms***’ concernsM&S Recovery will not attempt contact with her again regarding this matterWe remind her that the account is still unpaid, as M&S cannot change the balance.Sincerely,Terry H*** M&S Recovery, LLC
Dear ***:M&S Recovery Solutions, LLC (M&S) has received the above referenced matter and has forwarded it to me for investigation and responseM&S is a third party collection agency contracted by its clients to collect on charged off debt utilizing information obtained from and by its
clients, which we presume to be accurate at the time the account is placed.Per the terms of the attached contract, Mr*** committed to a year term when signing up for the service (see paragraph 1)As with many cellular phone contracts, payment on the balance of the term is expected, even if the service is cancelled prior to the end of the termThis appears to be so in the case of Mr***The contract further states that, after the initial three year period, the contract will automatically renew for additional one year periods ‘UNLESS PAI RECEIVES A WRITTEN NOTICE OF CANCELLATION FROM THE CUSTOMER VIA U.SMAIL OR OVERNIGHT MAIL, POSTMARKED AT LEAST SIXTY (60) DAYS PRIOR TO THE END OF THE INITIAL TERM OR ANY SUBSEQUENT RENEWAL TERM.”While Mr*** may have made a telephone call to cancel his service, that would not have been according to the terms of the agreement, and it appears that *** *** continued to bill for service, according to those termsAfter failing to secure payment, the account was sold to our client, Southwestern Investors Group, who purchased the account with the balance specified ($ 565.53)Southwestern, of course, did not originate the contract, nor have any contact with Mr***After consultation, however, with Southwestern Investors Group, they have agreed to accept half (50%) of the outstanding balance, or $ to settle the account in fullIf Mr*** wishes to accept this offer, he may contact me directly at 716-328-Should we not hear from Mr*** by October 21st, we will close the account here and return it to *** *** *** as “Refused to Pay”, due to the signed contract being provided to answer Mr***’s dispute of the terms.I trust this explanation, and the offer to assist Mr*** in resolving his outstanding debt, addresses the complaint fully, and I look forward to his reply.Sincerely,Terry H*** Agency Manager
Please see attached response, Consumer Financial Protection Bureau PO Box Iowa City, IA Re: Complaint Number ***To whom it may concern: As the consumer referenced above has filed simultaneous and identical complaints with both your offices, M&S Recovery (M&S) is
responding to both simultaneously as wellIt appears Ms*** is engaging in similar behavior to that behavior she attributes to M&SReview of M&S’ records reveals that Ms*** (we also show Del Rosso) has multiple accounts placed either currently or formerly with our agencyAs each is a separate and distinct delinquent debt, unpaid by Ms***, each has been called in an attempt to reach herThere is no documented contact on any account, nor inbound telephone call from any number at which contact was attemptedTo date, none of M&S’ calls has been acknowledged by Ms***, nor do we show a return call from any number at which contact was attemptedFurther, M&S has not been contacted by any authorized representative involved in the debt consolidation referenced by Ms***In short, it appears that Ms*** has not addressed her debt except through these complaintsAs contact has not been made with Ms***, and as mail sent to the address on file has not been returned, M&S cannot say whether or not she has received the validation she claims M&S has refused to provideDue to these simultaneous and identical complaints, M&S has closed Ms***’s accounts and returned them to her creditor(s) as “Cease and Desist”While we cannot predict what course of action, if any, her creditor may pursue, M&S will no longer attempt contact with Ms***.We trust that closing her accounts and in ceasing collection activity on her delinquent debt, we have satisfied this matter with your offices. Sincerely, M&S Recovery
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards, *** ***
Attached please find our response to this complaint. It does not appear that this complaint should be directed to us. We would appreciate the complaint being removed from our record. Thank youM&S Recovery LLC has received and reviewed the complaint aboveUnfortunately, we
are not able to locate any account for Ms***, either past or currentWe took the additional step of involving our primary client and asking them to search their records as well, but were informed that they also had no account for Ms***Our client reached out to Ms*** and determined that she had paid a company called MS Solutions, which may have been located in Hamburg, NYThe company is apparently no longer in businessOur client’s representative spoke at length with Ms*** and suggested she obtain validation of the debt from the agency currently calling her, and trying to obtain more information regarding the current creditor, who can hopefully assist herOur client has made themselves available to Ms*** if she needs additional help with this matter, as does M&S RecoveryAs this complaint apparently does not involve M&S Recovery at all, we would ask that the Revdex.com consider deleting this complaint from our recordKind Regards,
Dear [redacted]:M&S Recovery (M&S) has received Mr. [redacted]’s complaint and apologizes for any concerns he has. Per the request in the complaint, we have placed his account in Cease and Desist status and have entered his telephone number (###-###-####) into our “Do Not Call” list. M&S will...
not attempt contact with Mr. [redacted] again regarding this matter.Review of this account indicates only two calls placed to the telephone number provided by Mr. [redacted] in his complaint, both resulting in messages left on his voicemail. It is important to note that our automated call tracking system does not indicate any inbound calls from Mr. [redacted]. If Mr. [redacted] pressed “1” to speak with an operator during a voicemail message, he would not connect to our office. If, on the other hand, he called us from another telephone number, please ask him to provide that number in order that we can research further.As we can no longer call Mr. [redacted] due to his request to Cease and Desist, I invite him to contact me directly to resolve his past due account, or to update his address with M&S so that we can attempt again to send written notification of his debt.Sincerely,Terry H[redacted] Agency Manager
Please see attached responseSeptember 7, 2016[redacted] Complaint Handler Revdex.com of Upstate NY 100 Bryant Woods South Amherst, NY 14228Re: Complaint [redacted] – [redacted]Dear [redacted]Please excuse the tardiness of this response. M & S Recovery (M&S) has reviewed this...
complaint and would like to apologize to Ms. [redacted]. While it took some time to locate Ms. [redacted]’s accounts with the information provided (the telephone number provided in her complant has never been in M&S’ system), we were able determine what happened.Review of M&S’ records indicates that other telephone numbers were dialed in an attempt to reach Ms. [redacted]. On several of these numbers, M&S’ representatives were told it was a wrong number. Each number was immediately removed from the delinquent account bearing Ms. [redacted]’s name. Unfortunately, days afterward, a second delinquent debt for Ms. [redacted] was received, with many of the same telephone numbers provided by the creditor and by our automated skip-tracing tool. As this was a new debt, the cycle began again. Once again, when informed about the wrong numbers, the numbers were immediately removed from the account.Given that there has been no documented contact with Ms. [redacted] directly, we must assume that the person informing us of at least one of these wrong number contacts may have possibly been Ms. [redacted]. In either event, since Ms. [redacted] has not addressed her delinquent debt, and as she’s requested no further calls, despite the fact that M&S has no record of contact with her, we have closed both her accounts here as “Cease and Desist” and have returned them to her creditor as such. We have no way of knowing if her creditor will continue to pursue Ms. [redacted] for the past due bills or not.Sincerely,M & S Recovery
Please see attached response. Terry M&S Recovery (M&S) received and investigated Ms. [redacted]’s complaint referenced above. M&S is a third party collection agency contracted to collect charged off debt owed to its clients. We do so using information provided by the creditors, along...
with information obtained from public records which we presume is accurate when obtained. Review of the recording indicates that M&S’ representative followed standard procedure when attempting to not only determine the reason Ms. [redacted]’s outstanding account did not have a single payment recorded after its initial purchase, but to document any mitigating factors which might help to formulate a repayment plan within the guidelines set by her creditor. The recording does does not indicate that M&S’ representative was disrespectful to Ms. [redacted], but simply that she expressed surprise that Ms. [redacted] had been unable to find suitable employment in a city as large as Atlanta. Ms. [redacted] apparently interpreted this surprise as disrespect and began to berate the representative. The representative attempted several times to apologize for any confusion, but Ms. [redacted] simply interrupted and demanded to speak with a supervisor. The supervisor with whom Ms. [redacted] spoke also apologized several times, and offered to help Ms. [redacted] resolve her outstanding debt, but would only demand that the representative be punished for “disrespecting” her. She hung up on the supervisor while the supervisor was attempting to explain that she would address the incident with the representative. Again, Ms. [redacted] refused to address the debt in any way. As Ms. [redacted] has failed to address her outstanding debt in any way, and as she indicated in her original call that she has legal counsel, M&S has closed her account and has returned it to her creditor as “Cease and Desist”. We have also forwarded copies of the audio recordings for review by Ms. [redacted]’s creditor and by our general counsel, in the event it is needed. As the account has been closed, M&S Recovery believes it has addressed Ms. [redacted]’s complaint, but your office may reach out if you require additional information. Sincerely, Terry [redacted], Agency Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would just ask that my phone number not be allowed to be passed on to other collection agencies as I have had this cell phone number for close to a decade and it is not associated with any subject of debt collection accounts. Thank you for responding in a timely fashion. Regards, [redacted]
While apologizing for the tardniness of this response, M&S is not able to provide a substantive answer at this time, as the complainant has retained legal counsel and is pursuing this matter in another fashion. M&S feels that to respond to the complaint in this forum would not be in...
the best interests of either party. Thank you, M&S Recovery
I want them to send me the payment plan we set up. And the dept validation letter.