Monarch Recovery Management, Inc

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.*** ***

Dear *** ***: I am in receipt of your complaint regarding the payments referenced in the above noted complaint. I have conducted an investigation into the matter and offer the following in response. While your ***,
N.A., *** *** *** account was with this agency, you did enter into a settlement agreement on the account where in you paid an amount less that the full balance that was due and owing. That payment was made to Monarch on June 14, 2016, in the amount of $1886.74. On the same date, the creditor, ***, N.Arecalled the account from Monarch and it was placed with a different agency. It took a day or two for your account to be re-assigned back to Monarch. The payment that you made in the amount of $has been applied to your account, and it has been marked as “settled”. You should receive a letter from Monarch confirming that your payment was made, and the account is now “settled” within the next few days. The calls that you received from the second agency most likely occurred during the time that your account was in transition between Monarch and the second agency. In the event that you do not receive the letter indicating that your account has been settled in the next seven (7) days, please feel free to contact me directly. Thank you for working to clear your account, and for working with Monarch. Very Truly Yours, Cheryl *C*** General Counsel/Chief Compliance Officer

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because:Monarch states that the numbers they were calling match the numbers in their fileOn the phone, they stated that the "application" had our phone numbersThey are trying to use select wording to hide the fact that they got my number and my husbands number through research they did on our family backgroundI don't believe it is legal for Monarch to collect phone numbers that are NOT associated with this accountI would like to have it on file that they are not truthful regarding this complaintSTOP getting people's phone numbers and bothering othersIn our case we are senior citizens. I am also complaining that they are not a legitimate collection agency*** *** is the debt in question and *** *** never contracted with Monarch to collect debt for themWhy are they allowed to conduct business this wayThey steal account information and try to get consumers to pay and then the debt never goes awayHow crazy is that
Regards,
Mary Kunkle

*** *** ** ** *** *** *** ** * *** *** *** *** ** * *** *** *** *** *** *** *** ** ** *** ** *** *** *** *** ** *** ** ***
*** ***
I am rejecting this response because:Monarch states that the numbers they were calling match the numbers in their fileOn the phone, they stated that the "application" had our phone numbersThey are trying to use select wording to hide the fact that they got my number and my husbands number through research they did on our family backgroundI don't believe it is legal for Monarch to collect phone numbers that are NOT associated with this accountI would like to have it on file that they are not truthful regarding this complaintSTOP getting people's phone numbers and bothering othersIn our case we are senior citizens. I am also complaining that they are not a legitimate collection agency*** *** is the debt in question and *** *** never contracted with Monarch to collect debt for themWhy are they allowed to conduct business this wayThey steal account information and try to get consumers to pay and then the debt never goes awayHow crazy is that
Regards,
Mary Kunkle

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

[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

August 9, 2016I have received the consumer’s complaint and conducted an investigation. The consumer does not have an account with this agency. I was able to determine that we were calling the telephone number that the consumer provided in an attempt to reach a different party. These
telephone calls were not “robo calls” At the time we received this complaint, the consumer’s telephone number was removed from our system. The consumer should not receive any further calls from Monarch.If there are any further questions, please feel free to contact me at any time.ll us why here

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 ###-###-####

[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 meI insist that this company not contact me again and change their practicesIt is of no surprise to read about lawsuits and complaints regarding shady doings.?
Regards,
*** ***

l have received the consumer-‘s response and Ioffer the following in reply.Monarch understands and also experiences frustration with reaching a wrong numberIt is andhas been Monarchs intention to reach the consumer directlyAs we have stated in our ?rstresponse, Monarch was not knowingly calling a wrong numberThe allegation made in thisresponse regarding Monarchs business practices are completely falseMonarch has conductedbusiness within all state and federal regulations, including the handling of this account.Monarch Recovery Management, Inchandled the removal of the wrong number appropriately.[redacted] is not the party that Monarch was attempting to reachWhen Monarch wasinformedwe had reached a wrong number, the agent imrnediately removed the phone numberand no additional calls were made to that numberThe details of the account are a private matterbetween Monarch and the intended consumerThe details of this account cannot be discussed.This is not [redacted]Very Truly Yours,[redacted]Cheryl LC[redacted]

l have received the consumer-‘s response and Ioffer the following in reply.Monarch understands and also experiences frustration with reaching a wrong numberIt is andhas been Monarchs intention to reach the consumer directlyAs we have stated in our ?rstresponse, Monarch was not knowingly calling a wrong numberThe allegation made in thisresponse regarding Monarchs business practices are completely falseMonarch has conductedbusiness within all state and federal regulations, including the handling of this account.Monarch Recovery Management, Inchandled the removal of the wrong number appropriately.*** *** is not the party that Monarch was attempting to reachWhen Monarch wasinformedwe had reached a wrong number, the agent imrnediately removed the phone numberand no additional calls were made to that numberThe details of the account are a private matterbetween Monarch and the intended consumerThe details of this account cannot be discussed.This is not *** *** ***Very Truly Yours,***Cheryl LC*** *** *** ***
*** *** *** *** ** * *** ** *** * *** * ***
***

Monarch is in receipt of the consumer rejection and his redacted letter from ** ***.? Please accept this submission in response to the consumer's rejection
Monarch was sent an account from ** *** that has the consumer's name on it, and a name of another consumer that I am not permitted to disclose.? The address for the account that was sent to Monarch is the same as that provided by the consumer.? Unfortunately, Monarch was not provided with any other information upon which we could confirm whether the account that was placed with this agency is for this consumer, or another consumer with a similar name.? We would need a date of birth, and the last four digits of the social to confirm
At the time the original complaint from the consumer was received, Monarch removed the telephone number from our system so that the consumer would not be contacted by Monarch any more.? Additionally, Monarch has noted the account and closed it back to our client.? Unfortunately, Monarch cannot do anything further for this consumer.? It is suggested that the consumer contact ** *** and ask the creditor to cross-reference the account that was at this agency with his information.? Hopefully that process would bring a final resolution to the issue the consumer is experiencing.?
If the consumer has any further questions or concerns, s/he may reach out to me personally at ###-###-#### xt ***
I apologize that Monarch cannot conclusively resolve whether this account that was placed here is this consumer's or another person's with a similar name, and with the same address.?
Cheryl ** C***
General Counsel/Chief Compliance Officer

April 30, 2018Dear *** ***,We have received the details of your account and offer the following in reply.? Our records indicate that the confirmation letter that you requested was mailed on 04/20/18.? According to our records, the letter was sent within our policy timeframe.? We
apologize for any inconvenience you have experienced.? We will re-send the letter to the address on file in case you have not received it yet.? ? Very Truly Yours,Cheryl C.? General Counsel/ Chief Compliance Officer

Monarch is in receipt of the consumer complaint.? I have conducted an investigation into the consumer allegations and offer the following in reply
Monarch Recovery Management is a third-party collection agency that is retained to collect on the debts of creditors.? An account was placed
with Monarch on July 1, by ** *** for a person with the same name as the consumer, and with an address that matches that provided by the consumer.? Monarch has sent letters to the consumer at the same address that was provided by the consumer indicating the details of the alleged debt.? Prior to this complaint, Monarch had not received any communication from the consumer indicating that there was an allegation of fraud, or that the validity of the debt was disputed.? No mail Monarch addressed to the consumer at this address was ever returned
Monarch has attempted to call and speak to the consumer, however we were never successful in reaching anyone.? ? Monarch? has closed this account with our agency, however this does not erase the debt allegedly owed by the consumer.? It is recommended that the consumer follow up with the original creditor identified? in the letters that he has received to resolve any further conflict.?
If there are any further questions, please feel free to have the consumer contact me
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 response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
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,
[redacted]

The consumer complained that she is receiving several telephone calls every day from Monarch. While 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 number. Since 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 inconvenience. Thank you for your attention to this matter.Very Trurly Yours,Cheryl *. C[redacted]General Counsel

Monarch is in receipt of the consumer complaint.  I have conducted an investigation into the consumer allegations and offer the following in reply.
Monarch Recovery Management is a third-party collection agency that is retained to collect on the debts of creditors.  An account was placed...

with Monarch on July 1, 2015 by [redacted] for a person with the same name as the consumer, and with an address that matches that provided by the consumer.  Monarch has sent letters to the consumer at the same address that was provided by the consumer indicating the details of the alleged debt.  Prior to this complaint, Monarch had not received any communication from the consumer indicating that there was an allegation of fraud, or that the validity of the debt was disputed.  No mail Monarch addressed to the consumer at this address was ever returned.
Monarch has attempted to call and speak to the consumer, however we were never successful in reaching anyone.  Monarch has closed this account with our agency, however this does not erase the debt allegedly owed by the consumer.  It is recommended that the consumer follow up with the original creditor identified in the letters that he has received to resolve any further conflict. 
If there are any further questions, please feel free to have the consumer contact me.
Very Truly Yours,
Cheryl ** C[redacted]
General Counsel/Chief Compliance Officer

September 1, 2016Dear [redacted]:I am 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.On August 2, 2016, [redacted] placed an account with Monarch for collection relating to a [redacted] checking account....

The balance owed on the account was $591.77. 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 [redacted]. Monarch did not ever reach anyone at this number and did not leave any messages. In addition, on August 29, 2016, Monarch called the telephone number that you provided in the Revdex.com complaint ending in 2558 and left a message on that number. No one from Monarch reached a relative of yours. A copy of the voicemail message left on the 2558 number has been retained in my office.Monarch Recovery Management did not call any relatives on the account that was placed with this agency. No representative from Monarch has threatened any one On this account or any other account. This agency is Revdex.com A+ rated, and a member of ACA International. Monarch is a highly ethical company we take our business practices very seriously. All calls in and out of this agency are recorded. All 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 name. The California agency is not affiliated with Monarch Recovery Management in any way. I am also aware that the California agency has had the type of allegations that you are making made against them in the past. Again, 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 [redacted] for further handling. If you need any further information relating to this account, please contact [redacted] 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

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...

Dear [redacted]:          I am in receipt of your complaint regarding the payments referenced in the above noted complaint.  I have conducted an investigation into the matter and offer the following in response.          While your [redacted],...

N.A., [redacted] account was with this agency, you did enter into a settlement agreement on the account where in you paid an amount less that the full balance that was due and owing.   That payment was made to Monarch on June 14, 2016, in the amount of $1886.74.          On the same date, the creditor, [redacted], N.A. recalled the account from Monarch and it was placed with a different agency.  It took a day or two for your account to be re-assigned back to Monarch.  The payment that you made in the amount of $1886.74 has been applied to your account, and it has been marked as “settled”.           You should receive a letter from Monarch confirming that your payment was made, and the account is now “settled” within the next few days.  The calls that you received from the second agency most likely occurred during the time that your account was in transition between Monarch and the second agency.           In the event that you do not receive the letter indicating that your account has been settled in the next seven (7) days, please feel free to contact me directly.          Thank you for working to clear your account, and for working with Monarch.                                                           Very Truly Yours,    Cheryl *. C[redacted]    General Counsel/Chief Compliance Officer