Monarch Recovery Management, Inc

I have reviewed the consumer complaint and investigated the allegations Please accept this submission in response.First, Monarch would like to apologize for the slight delay in responding to this consumer complaint An illness and then an out of town schedule caused the delay.A review
of the account notes affifialted with the telephone number ending in *** provided by the consumer indicates that the consumer spoke with a MOnarch agent on 10/21/and informed the agent that this was a wrong number for the business we were attempting to reach The consumer's number was removed from the Monarch account at that time Monarch has not made any further calls to the number the consumer proivded ending in *** since the 10/21/notification of the wrong number.None of the calls made by Monarch to the telephone number were after 6pm ESt If the consumer was receiving calls after that time, it was not from this agency The call that the consumer referred to in the complaint with Tim G*** occured at approximately 5:pm This agency is closed at 9pm EST, which would be 8pm on the consumer's time zone Monarch does not disguise its telephone number, the local carriers in some areas do not always update the Caller ID from the main database Monarch has the Caller ID designated as "Monarch Recovery".There may be other collection agencies that have been calling the consumer As of the date that *** *** spoke with Tim G***, her number was removed from the account associated with her number In the event that *** *** has any further questions or issues with respect to this issue, please call the Monarch complaint line at ###-###-####

December 4, 2015Dear *** ***:Please be advised that I have received the above referenced Revdex.com complaint and conducted an investigation into your complaintPlease accept this letter in response.Your account indicates that you received a letter from Monarch dated July 31, indicating that our
client, ***, was willing to accept a settlement of 40% of your then outstanding balance to settle the account in fullOur client was willing to accept $if the settlement was made by September 30, 2015.On September 23, 2015, you called Monarch and indicated that you would like to take advantage of the settlement, but needed to break the payments down into three (3) monthly payments of $Monarch received approval from the creditor to accept the monthly payments of $on September 30, 2015, October 30, 2015, and November 30, In the recorded telephone call of September 23, 2015, you agreed to these settlement terms and indicated that you would be making the payments through your "online bill pay”.On September 30, 2015, you left a voicemail for the Monarch representative that you would like to set up the first payment of the agreed upon settlementThe Monarch representative called back and was able to set that up with youThat payment went through with no issue.No payment was received from you on or before October 30, At this point the settlement agreement was brokenOn November 3, 2015, you called and left a voicemail message on the Monarch representative's line indicating that you could not make the $payment as promised, but could pay $After several calls back and forth between yourself and the Monarch representative, you set up a $payment for that same day, and indicated that you wanted to pay another $from a different account the following dayThe Monarch representative accepted the $payment, which went through with no problem.The next day, November 4, 2015, at your instruction, the Monarch representative put the $payment in for processing.During the November 4, call, the Monarch representative specifically indicated to you that in order for the settlement to be completed, you needed to pay $by November 30, 2015.Unfortunately, no payment was received from you on or before November 30, Pursuant to the original settlement agreement, the payments that you made were applied to your account, but you failed to make the required settlement payments and that offer expired on November 30, 2015.You received a new settlement offer letter from Monarch wherein the creditor is willing to accept 40% of the then outstanding balance in an amount of $That settlement offer is currently still available for the time period indicated in the letterIf you would like to set up a payment arrangement, or enter into the settlement agreement as outlined in the letter, please feel free to contact our office.Thank you for your attention to this matter.Very Truly Yours,Cheryl C.General Counsel/ Chief Compliance Officer
Thank you
Cheryl ** C***

September 1, 2016Dear *** ***:I am in receipt of the above Revdex.com complaintI have conducted an investigation in to the allegations contained therein and submit the following in reply.On August 2, 2016, ** *** placed an account with Monarch for collection relating to a ** *** checking account
The balance owed on the account was $Monarch has previously sent correspondence regarding this account to the same address that is listed in the Revdex.com complaint.Monarch called the telephone number that you provided in the Revdex.com complaint ending in ***Monarch did not ever reach anyone at this number and did not leave any messagesIn addition, on August 29, 2016, Monarch called the telephone number that you provided in the Revdex.com complaint ending in and left a message on that numberNo one from Monarch reached a relative of yoursA copy of the voicemail message left on the number has been retained in my office.Monarch Recovery Management did not call any relatives on the account that was placed with this agencyNo representative from Monarch has threatened any one On this account or any other accountThis agency is Revdex.com A+ rated, and a member of ACA InternationalMonarch is a highly ethical company we take our business practices very seriouslyAll calls in and out of this agency are recordedAll of the Monarch agents are trained and monitored in the proper handling of accounts placed with this agency.I am aware that there is an agency from California that has a similar nameThe California agency is not affiliated with Monarch Recovery Management in any wayI am also aware that the California agency has had the type of allegations that you are making made against them in the pastAgain, that agency is not related or affiliated with this agency in any way.The account that was placed with Monarch for collection has been returned to ** *** for further handlingIf you need any further information relating to this account, please contact ** *** directly.Should you have any further questions, please feel free to contact me at any time.Very Truly Yours,Cheyrl C.General Counsel/ Chief Compliance Officer

To Whom It May Concern:I have received the consumer‘s response and I offer the following in reply.Monarchs investigation revealed the consumer contacted Monarch on 03/21/in response to anoffer to settle their debtThe consumer requested certain conditions be metUnfortunately,Monarch does not
own the debt and could not agree to the conditions without prior approvalfrom the creditorWhile Monarch was obtaining these approvals, the consumer submitted.complaints to this agency and anotherUpon receipt of the consumer's complaints, Monarch hasclosed the account with its office and returned it back to the creditorThe consumer shouldcontact the creditor.Very Truly Yours,Cheryl C.General Counsel/Chief Compliance Officer

Monarch is in receipt of the above Revdex.com complaint. I have conducted an investigation in to the allegations contained therein and submit the following in reply The consumer claimed that Monarch Recovery Management was calling a number
ending in *** multiple time per day to harass her Monarch’s consumer was called on this number within the parameters permitted under the FDCPA and State law. Monarch called this number never reaching a person. No messages were left on this number On October 5, 2016, Monarch received a call into this agency from the telephone number ending in ***. The individual who called into Monarch identified himself as Randy Neville and he indicated that he was the spouse of the person listed on the account that was placed with Monarch During the call, the Monarch agent identified the current creditor, “*** *** ***” for an account that was originally with “*** *** Bank”. *** *** indicated that he would speak to his wife and then get back to the Monarch agent The next day, October 6, 2016, this Revdex.com complaint was filed. As a result of the receipt of this complaint, the account that was placed at Monarch was returned to the creditor, *** *** *** If the consumer believes that this account does not belong to her, or needs documents to validate the debt, she should contact *** *** *** directly. Because the account is no longer at this agency, Monarch cannot assist the consumer with any further inquiries into this account Should you have any further questions, please feel free to contact me at any time ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I have never received information of paying the last paymentMy payments to Monarch were direct deposit payments that were paid to you monthly I need to know if I need to pay the last payment to settle this accountAlso would like to correct you of the amount of my balance from the collection agenciesThey told me my balance was $12, Is this true wil I continue to receive calls from credit agencies your statement is not clear I would also like to know when was my account settled by your company for my credit score rating and why did I need to call about this issue so many times This could have been settled in but you would not return my calls. Please let me know if this is completely settled or do I owe one more payment When will I receive the letter of settlement form ***. Regards,
*** ***

To Whom It May Concern:I have received the consumer‘s response and I offer the following in reply.Monarchs investigation revealed the consumer contacted Monarch on 03/21/in response to anoffer to settle their debtThe consumer requested certain conditions be metUnfortunately,Monarch does not
own the debt and could not agree to the conditions without prior approvalfrom the creditorWhile Monarch was obtaining these approvals, the consumer submitted.complaints to this agency and anotherUpon receipt of the consumer's complaints, Monarch hasclosed the account with its office and returned it back to the creditorThe consumer shouldcontact the creditor.Very Truly Yours,Cheryl C.General Counsel/Chief Compliance Officer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Ido not gave any outstanding debtIt is a case of mistaken identityPossibly my ex sister in law, her name is *** ** Who they were looking forNo more phone calls from a collection agency.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

The consumer complained that she is receiving several telephone calls every day from MonarchWhile Monarch has called the number that the consumer provided, apparently in error, Monarch has not called the number multiple times per day, or even on a daily basis. Prior to receiving the
consumer’s complaint through the Revdex.com, Monarch had never received notice that the number we were calling was a wrong numberSince receiving the consumer complaint, her telephone number has been removed from the account, and she should not receive any further calls from this agency. Monarch apologizes for any inconvenienceThank you for your attention to this matter.Very Trurly Yours,Cheryl *C***General Counsel

Monarch would like to assist this consumer, but without being provided the telephone number that was called cannot remove from our records We do not have an account under this consumer's name The consumer could be assisted more quickly if she calls Monarch's toll free number
*** and asks for one of the collection managers They will gladly assist the consumer with removing her number from our records.Monarch cannot respond to any of the other allegations contained in the complaint because no account on our records has this consumer's name.If the consumer needs any further assistance, she can ask for my office directly at extension *** Thank youCheryl *C***General Counsel/Chief Compliance Officer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I have a screen shot of the messages of what my dad had sent me about Monarch Recovery contacting him
Regards,
*** ***

I have received the consumer's complaint and conducted an investigation.The consumer complained that Monarch called phone number ending in *** and phone numberending in *** in an attempt to reach her sonWhile Monarch called these nu mberswe wereattempting to reach a third party and
the phone numbers associated with that third party matchthe numbers in this complaintMonarch was not knowingly calling a wrong number.On May 25, 2017, Monarch called the phone number ending in *** ** At that time we reachedsomeone who informed the Monarch agent that we had reached a wrong numberThe Monarchagent immediately removed the phone number and no additional calls were made to that number.Monarch continued to call the phone number ending in *** but did not speak to anyone untilOctober 9, On October 9, 2017, we reached someone who informed the Monarch agentthat we had reached a wrong numberThe Monarch agent immediately removed the phonenumber and no additional calls were made to that number.Very Truly Yours.***Cheryl LC***
*** *** *** ***
*** *** *** *** ** * *** ** *** * *** * ***

December 4, 2015Dear *** ***:Please be advised that I have received the above referenced Revdex.com complaint and conducted an investigation into your complaintPlease accept this letter in response.Your account indicates that you received a letter from Monarch dated July 31, indicating that our
client, ***, was willing to accept a settlement of 40% of your then outstanding balance to settle the account in fullOur client was willing to accept $if the settlement was made by September 30, 2015.On September 23, 2015, you called Monarch and indicated that you would like to take advantage of the settlement, but needed to break the payments down into three (3) monthly payments of $Monarch received approval from the creditor to accept the monthly payments of $on September 30, 2015, October 30, 2015, and November 30, In the recorded telephone call of September 23, 2015, you agreed to these settlement terms and indicated that you would be making the payments through your "online bill pay”.On September 30, 2015, you left a voicemail for the Monarch representative that you would like to set up the first payment of the agreed upon settlementThe Monarch representative called back and was able to set that up with youThat payment went through with no issue.No payment was received from you on or before October 30, At this point the settlement agreement was brokenOn November 3, 2015, you called and left a voicemail message on the Monarch representative's line indicating that you could not make the $payment as promised, but could pay $After several calls back and forth between yourself and the Monarch representative, you set up a $payment for that same day, and indicated that you wanted to pay another $from a different account the following dayThe Monarch representative accepted the $payment, which went through with no problem.The next day, November 4, 2015, at your instruction, the Monarch representative put the $payment in for processing.During the November 4, call, the Monarch representative specifically indicated to you that in order for the settlement to be completed, you needed to pay $by November 30, 2015.Unfortunately, no payment was received from you on or before November 30, Pursuant to the original settlement agreement, the payments that you made were applied to your account, but you failed to make the required settlement payments and that offer expired on November 30, 2015.You received a new settlement offer letter from Monarch wherein the creditor is willing to accept 40% of the then outstanding balance in an amount of $That settlement offer is currently still available for the time period indicated in the letterIf you would like to set up a payment arrangement, or enter into the settlement agreement as outlined in the letter, please feel free to contact our office.Thank you for your attention to this matter.Very Truly Yours,Cheryl C.General Counsel/ Chief Compliance Officer
Thank you
Cheryl ** C***

I have received the consumer's complaint and conducted an investigation.The consumer complained that Monarch called phone number ending in *** and phone numberending in *** in an attempt to reach her sonWhile Monarch called these nu mberswe wereattempting to reach a third party and
the phone numbers associated with that third party matchthe numbers in this complaintMonarch was not knowingly calling a wrong number.On May 25, 2017, Monarch called the phone number ending in *** ** At that time we reachedsomeone who informed the Monarch agent that we had reached a wrong numberThe Monarchagent immediately removed the phone number and no additional calls were made to that number.Monarch continued to call the phone number ending in *** but did not speak to anyone untilOctober 9, On October 9, 2017, we reached someone who informed the Monarch agentthat we had reached a wrong numberThe Monarch agent immediately removed the phonenumber and no additional calls were made to that number.Very Truly Yours.***Cheryl LC***
*** *** *** ***
*** *** *** *** ** * *** ** *** * *** * ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I have proof of the calls coming in after 6pm and I did not tell them they had the wrong number - I told them I was filing complaints for trying to reach someone I have nothing to do with and disturbing my peace

Monarch is in receipt of this consumer’s complaint and has conducted an investigation. Please accept this correspondence in response Please accept Monarch’s apology as to any confusion or miscommunication over the payments that were made
on this account. A review of the account notes indicates that you entered into an agreement where you made an initial payment of $2300.00, and then set up payments in the amount of $per month. There was supposed to be a final payment made on the account in February which would have completed the arrangement. However, that did not occur. The account was closed back to the creditor, ***, ***as of May 6, From your complaint, it appears that the account was then assigned to subsequent collection agencies to collect on the remaining balance. Monarch did not have the account from May 6, forward In an attempt to assist you with your request to have the creditor, ***, N.Amark your account as “settled” for the amount paid ($5,600), Monarch contacted ***, N.Aand made the request on your behalf. Monarch recently received confirmation that the creditor, ***, N.Ahas reviewed your account and marked your account settled. You will receive a letter confirming that your account is settled under separate cover You also indicate that you would like your credit report corrected. Monarch is not a credit reporting agency and does not report to credit bureaus at all. Your request regarding your credit report must be addressed directly to the creditor, ***, N.A###-###-#### Should you have any further questions, please feel free to contact me at any time ###-###-#### Very Truly Yours, Cheryl *C*** General Counsel/ Chief Compliance Officer

Monarch no longer has the account that was placed with this agency by *** *** ***relating to the account that was originally with "*** *** Bank" Monarch cannot assist the consumer in obtaining a final resolution other than by notifying the creditor of her allegation of "possible fraud" Monarch has notified the creditor of this consumer's claim *** *** is encouraged to follow up with *** *** ***directly for any additional concerns

From: *** *** *** Date: Wed, Mar 2, at 4:PMSubject: Complaint ID ***- request to closeTo: [email protected] whom it may concern:I am trying to update my complaint on the Revdex.com database but see no place to do soI spoke with Cheryl from Monarch Recovery Management in PA today at 2pm MST 3/2/She has diligently tried to find my number in their records with no luck, and realized this has happened before to others who have called into their companyThere is a possible "zombie" debt company in California under the name Monarch Recovery Services that has been reported calling people for weeks on endWe both think this is the situation and I would like to accept (or resolve) the complaintThere is no further action to take and nothing Monarch Recovery Management of PA can do in this situation.Thank you.*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Tell uI am in receipt of the consumer’s complaint regarding the calls that were made to the telephone number provided in the complaint. I have conducted an investigation into the complaint and I offer the following in reply.The consumer is correct that Monarch Recovery Management has been
calling the telephone number that was provided in the consumer’s complaint in an attempt to reach a consumer with the same name and address and telephone number. The calls that were made were not “robo calls”. Monarch has dialed the telephone number provided manually. None of the calls to the number provided were ever answered. The consumer is correct that in most of the calls, no message was left. However, on July 28, 2016, a Monarch agent left a message on the number that the consumer has identified in the complaint. That message identified our company, identified that our company was a “debt collector”, the agent’s name who called, left a call back number and our web site address. The message left for the consumer complies with the law. The consumer never called into Monarch after the message.As a result of the consumer’s request to cease and desist all calls to the number provided, Monarch has closed the account at this agency, and the consumer will not receive any future calls from this agency. s why here