Professional Account Management

Revdex.com:
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.The respondent's response is blatantly inaccurate. The respondent has now falsified the record to the CFPB and the Revdex.com.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com: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 cannot view the file.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,Jennie [redacted]

Revdex.com:
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 am still not satisfied with the way EZPass And this collection agency has conducted business. I stated numerous times when speaking with the collection agency that I did not receive my mail in a timely manner and that I tried to go online to pay the only bill I received which stated I owed $26.00 and when I tried to pay it was already sent to collections. I have also been a victim of identity fraud and I believe some of my mail was being forwarded to the other persons address. Never the less. This has been placed on my credit I tried to accept the first time forgiveness but the representative stated that it would be considered a settlement on my credit report and not Paid in full. Never the less I paid the bill the payment is attached I would like my report credit report immediately updated or deleted. I was told I still have to wait 2-4 weeks for the update. I am not disputing the ticket I am having issues with receiving my mail because someone of the identity theft. ( Identity theft Confirmation Number [redacted].) This company was not willing to listen to any circumstances. I understand they are there to collect but sometimes they are not always right. And in order for me to clear my credit I had to pay. I would like to be refunded a portion or allowed to go in front of a judge. for this matter. But as they stated in every conversation with EZ pass and the collection agency It's Too Late!!!  
Regards,
[redacted]

I just wanted to reach out and update you on my recent complaint I have recently submitted to the Revdex.com.I currently have an open Revdex.com complaint#[redacted] due to improper collection processes by PAM. This submission has been prepared as the result of a phone call I received from Delaware EZPASS as the result of notification they received from PAM. On June 30 at 15:29 EST I received a phone call from (302)678-7007. A man by the name of [redacted] said he would like to speak with me in regards to one of the letters I had sent to PAM. I asked him whether he was contacting me as the result of my active Revdex.com complaint. He said he was unaware of my contact with the Revdex.com. He said he was from DelDot(DE EZPASS). During the call I asked what department he worked for and he said he was a quality assurance analyst.I have prepared a breakdown of this phone call from start to finish to document our interaction and expose the improper collection processes of PAM.[redacted] said he was contacting me as the result information he received from PAM which included one of the letters they received. [redacted] said that EZPASS had sent me two notices for each of the five violations in question in the mail in 2014. I reiterated to him that I had never seen any of these notices. [redacted] claimed that he was looking at them while talking to me and that he could send them to my email address. He even read my email address over the phone. I told him to send them by email so I could see them. [redacted] never sent the email with the notices he claimed to be viewing while talking on the phone with me.I asked him had his company sent the supposed notices by certified mail and he said they are not required to and they did not. I asked [redacted] what policies and procedures were put in place for customers who never received notices of supposed violations by mail. In summary [redacted] said it was my word against theirs. He said that the reason he knew the notices reached my address was because the notices were not returned to EZPASS. I told him that mail not being returned to the sender did not guarantee it had reached its destination. I told him that he seemed to be an intelligent individual and that his assumption just didn't make sense.I took the opportunity to ask [redacted] why I was unable to view the violations on their website which is the normal practice for EZPASS entities. [redacted] said that violations with pictures are removed from their website after 30 days when the violations are handled by PAM. I pivoted to ask [redacted] the cost of each specific toll violation. He said each of the five tolls equaled $4. I asked him why PAM was attempting to collect over $60 for each supposed violation. He went on to explain the breakdown that included multiple late fees. I asked [redacted] how PAM could collect late fees from me even though I had not received proper notification of the violations. I was never given a chance to pay them in a timely fashion if these supposed violations with pictures actually exist. I asked him the policies and procedures during collections for a customer with circumstances like mine. He ignored my request. I told him that the collection of late fees in my situation needed to be revisited pending photo verification of my vehicle in the email he planned to send was valid. He said he would give no break on late fees. I asked [redacted] how I could contest his decision. He said I could write another complaint to PAM. I asked [redacted] why he couldn't help me since he was already on the phone with me. Why should I have to go back to square one? I then asked to speak to his manager in an effort to escalate the call since [redacted] seemed to have limited decision making power and his mind was already made up. He seemed to be pushing basic company lines and talking points that didn't apply to my current situation. He said his manager was unavailable. I asked for the manager's name and contact information so I could establish a line of communication. [redacted] then told me that he had no manager because his former boss position was on hold as of June. She had been out of the office since June. He said all he had was one other co-worker in his department. I asked [redacted] could I speak to his former boss' supervisor. He said I could not speak to her and that she was the supervisor for the entire office. In an effort to get rid of me [redacted] hastily attempted to connect me to the collections department. I told him I failed to understand why he would connect me to collections because his department had contacted me. He said he only called me as a courtesy and he wouldn't call me back again. I asked for his email information and he refused to share that info. He said there was a general email address I could send a message to. He ended the phone call.After my conversation with [redacted] more questions than answers have come into focus.Why is information hidden from customers while PAM actively collects? Does the information he claims he has exist? How can PAM legally collect while providing no proof for the items they seek to collect? Why do they hide website information that is readily available via other EZPASS entities in the United States? Why are there no policies and procedures in place as it relates to their collection process? Do they operate while using no polices and procedures on a regular basis or just with me? How can PAM collect on the assumption that any customer receives notification via regular uncertified mail? Why is it that courtesy calls are provided while attempting to collect but absent when there is a chance to provide a customer a fair opportunity to make a timely payment? Why have I been unable to obtain a thorough breakdown of each toll they are trying to collect in writing? Has PAM rigged their collection process to hide information and proceed to aggressively pursue helpless customers?These are just some of the reasons I have come to the Revdex.com for help. Please post this information anywhere necessary to assist me in stopping this concerning collection process against me.Thank you for your continued assistance in this matter as I await an official response from PAM.Sincerely,[redacted]

Good Morning,Thank you for the response Ms. [redacted]. I did receive your voicemail yesterday, however I must have written down the call back number wrong as it went to some one else. The voicemail number was also a general number to a company. I did attached the notice that DC sent to you regarding both citations in my response to your CFPB complaint. I apologize I did not attach them with this complaint, they are attached now. When you called our office on March 28th, 2017 to state that the citation was paid, our Representative was only showing one open citation in our system for you, since the other citation was paid and closed back on 2/8/2017. When you stated that citation was paid, our Representative suggested that you send in proof of payment along with a dispute. Our Correspondence Department received the dispute on 4/28/17. Once researched, it was found that the payment was made for a different citation that was already closed out over 2 months prior. I show in the account notes that a validation letter was mailed to you that same day. The attachment has the citation notices and information for both of the citations, the one you paid on 2/8/2017 (#8161846265, Pages 1&2), and the one that is currently open and due (#8165227604, Pages 3&4). Thank you again for the opportunity to respond and should you have any further questions, please let me know. Sincerely,[redacted]

On Fri, Dec 11, 2015 at 11:35 AM, [redacted]...

[redacted] <[redacted]> wrote:Dear Revdex.com Agent:Yesterday PAM contacted me via phone.  I spoke with a woman named [redacted] who said she was "researching" my complaint..  During the conversation she referenced having to contact the city of Sacramento to see if they would return my funds.  She said they turn them over as soon as the money is taken from the taxes.  I had to inform her of the amount and that the money went to Alameda county. How much work could have been done on this when my letters and recipet copies sent to this company both had the stated amount on them.  A simple look would have shown her the amount doubly paid. I place no trust in this compnay.  For 6 months they have been unwilling to communicate and now that your involved they are doing "research" on the matter.  With no real resolution in sight.I want it on the record of this dispute that they have made no real efforts to ensure the fair return of my over payment.Sincerely,[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Dear Revdex.com,Thank you for the opportunity to respond to Ms. [redacted] complaint filed with the Revdex.com. We understand she had issues speaking with a representative on March 6th, 2017 to make a payment regarding a toll violation issued by our client, the South Norfolk [redacted] (SNJB). We do regret...

that Ms. [redacted] had a difficult time reaching a representative to make a payment. We did experience an unusually high call volume on the 6th (Monday) and hold times were a bit longer than usual. I do show that Ms. [redacted] was able to speak with a representative later in the day to make a payment via credit card in the amount of $79.75. This amount was lowered from $104.75 for Ms. [redacted] upon authorization from SNJB. Again, Violation# [redacted] issued on October 14th, 2016 by SNJB is now considered paid in full and the account regarding this violation is closed. Thank you again for the opportunity to respond and we appreciate Ms. [redacted] patience as she contacted our office to make payment. Sincerely,[redacted]
Professional Account Management, LLC

RE:  Revdex.com# [redacted] Revdex.com MD [redacted]
Dear Revdex.com,
Thank you for the opportunity to respond to the complaint from Mr. [redacted].  We have researched the situation and found that the violations and fines charged to Mr. [redacted] are valid, and no mitigating action is necessary.  The...

District of Columbia issued a parking ticket on August 16, 2015.  Professional Account Management, LLC (PAM) has attached validation of the ticket to this response. 
We have contacted Mr. [redacted] and discussed our findings.  While Mr. [redacted] may not agree with our position, we have completed a thorough review of the facts and stand by our decision.
Sincerely,
[redacted], Compliance Manager
Professional Account Management, LLC

Revdex.com:
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 read their response and am pleased however it is untrue what they claim as I used snail mail and sent two separate copies of the cancelled $40 check and although she claims I have sent email copies of the $10 check for another citation that is also untrue.  I do not even have a copy of the $10 check in my photo library to send.  Sigh.  Anyway, sounds like progress and hopefully, a resolution.
Regards,
[redacted]

Dear Revdex.com, Thank you for the opportunity to respond to Mr. [redacted]’s complaint filed with the Revdex.com. We understand he is stating that a toll violation issued by our client, the Bay Area Toll Authority (BATA), was issued in error due to having a valid FasTrak account at the time of the violation. We have...

placed a cease communication on Mr. [redacted]’s account here at PAM for the following violation: -Violation# T711644769220: Issued on 06/12/2016 at 15:15 to California plate number [redacted]. The amount of the missed toll is $5.00. BATA mails the registered owner of the plate, Mr. [redacted], a minimum of two violation notices each with escalating fees for non-payment. On 11/17/2016 Mr. [redacted]’s account was sent to PAM for collection with a total amount due of $75.00. Collection notices are sent to Mr. [redacted] on 11/17/2016, 01/19/2017 & 8/11/2017. We did receive a written dispute from Mr. [redacted] on 12/06/2016 in which he included a list of the vehicles/plates associated with his FasTrak account. Per policy of PAM (and BATA), we do request that a citizen send us a FasTrak account summary for the month of the violation (June 2016) as well as the vehicle printout that shows what date the plate number was added to the account. The printout Mr. [redacted] provided on gave the plate listing, not the summary that includes the date they were added to the account. Because we did not receive this documentation, we did send Mr. [redacted] and ‘Insufficient Documentation’ letter the same day. Mr. [redacted] called our office on 02/06/2017 to get an update on his dispute. Our Representative informed him of the missing documentation and requested that he re-send to the PAM office. We received an additional dispute letter from Mr. [redacted] on 8/30/2017 in which Mr. [redacted] requested to not be contacted again regarding this violation. A cease communicate was already in place for the account. If Mr. [redacted] would be able to provide this documentation, I would be happy to pass this along to BATA for further review and potential dismissal. PAM does not have the ability to reduce or dismiss any violations placed with us by BATA without their express permission. Thank you again for the opportunity to respond and should there be any further questions please do not hesitate to contact me. Any documentation can be submitted directly to me via this Revdex.com complaint. Sincerely, [redacted] Professional Account Management, LLC

Revdex.com:
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. The violations were paid years ago in a settlement with the Bay Area Toll Authority aka Fastrak. I could not have registered my car in California without paying outstanding violations. It takes 5 business days for Fastrak to snail mail me the abstract to New York, showing there are no outstanding tickets against license plate number [redacted]. Further more, I have completed California DMV form INF70, asking for a history on my former vehicle license plate number [redacted]. I called Sacramento, California DMV at ###-###-#### and they also stated no outstanding violations are against license plate number [redacted]. Professional Account Management, LLC is fraudulently filing claims against me for violations paid years ago. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Dear Ms. [redacted],Thank you for providing the additional information. I do see that DelDOT did send us a file on 8/17/2017 to dismiss the violation in full. The dismissal was effective the same day in our system and nothing further is due regarding DelDOT violation# 3876793. Thank you again for the opportunity to respond and we appreciate your patience as we worked with DelDOT regarding this violation. Upon receipt of your EZ Pass statement, I was able to determine that the toll in question was indeed deducted from your EZ Pass. Once I presented this to DelDOT, they did agree and dismissed the violation in full. Thank you and should you have any further questions or concerns please do not hesitate to contact me.Sincerely,[redacted]Professional Account Management, LLC

Revdex.com:
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.
Thank you for your email regarding the response of Professional Management LLC per [redacted]. I reject their response & disputes the Citation/violation for the following reasons:The Vehicle, Plate#, Place & date listed in the Citations/Violations is unknown to me.I owned before 1998 Ford Explorer SUV, Black, with Plate# TX [redacted], with 113,216 miles on the odometer, was sold in October 11, 2007, can't remember the VIN#,I did not recieved any notice from the City of Houston Parking Management regarding the Citation/violation which they should sent out to violators.I'm a retired Accountant & don't have a traffic or moving violations for the last 20 years, they can check to the TXDMV.On August 20, 2017, I sent letter to Professional Account Management the reasons I stated above.Finally, The City of Houston Parking Management/Professional Account Management to CLEAR MY NAME ON THIS CITATIONS/VIOLATIONS.Thank you for your time & hopefully this will RESOLVED ASAP. Thank you.
Regards,
[redacted]

Dear Revdex.com,Thank you for the opportunity to respond to Ms. [redacted]’s complaint filed with the Revdex.com. We understand Ms. [redacted] is stating she had a negative experience when calling our office on March 28th, 2017 to discuss a toll violation listed from our client, South Norfolk Jordan Bridge (SNJB). I...

was able to pull up Ms. [redacted]’s account here at Professional Account Management (PAM) to review the notes provided by the Representatives she spoke with. I have also put in a request with our Call Center Manager to review the actual recordings of the phone calls to ensure our Representatives handled the call with professionalism and courtesy. According to our notes, Ms. [redacted] spoke with an initial Representative at 5:31pm CST inquiring about the toll violation listed with PAM. She stated she has not owned the vehicle/plate in nearly 3 years and this was not her violation (please note violation is from 2014). Ms. [redacted] requested to speak with a Supervisor and was transferred to our Escalations Supervisor at 5:44pm CST in which Ms. [redacted] was informed of the dispute process. Ms. [redacted] also requested copies of the notices sent to her from SNJB, which I have attached. At 6:29pm CST Ms. [redacted] spoke with our Call Center Supervisor and he informed Ms. [redacted] of the same dispute process. Again, I have asked for recordings of the conversations amongst Ms. [redacted] and our Call Center employees. Should any unprofessional actions have taken place by our Representatives, I will ensure the issues are addressed. We would like to state, as we know this was the central complaint from Ms. [redacted], is that all toll violation notices from SNJB are mailed to the DMV registered owner and address at the time of the violation. It is up to the citizen to ensure the DMV has an updated address on file. For reference, the following toll violation is listed with PAM:·        Violation# A381217: Issued on August 28th, 2014 to Pennsylvania plate number JGF5700. SNJB mails the registered owner, shown to be Ms. [redacted], an initial violation notice on 09/13/2014 in the amount of $4.00.  Notices were sent again on 10/14/2014 & 11/14/2014, with increasing non-payment penalty fees added by SNJB. Ms. [redacted]’s account was sent to PAM for collections with a total amount due of $54.00. Once updated address information was received from the DMV, Ms. [redacted] was sent an additional PAM collections notice on March 20th, 2017. It is common practice to obtain updated address information for a citizen once an account is sent for collections or after a longer period of time has elapsed between notices being sent, as was the case with the most recent PAM notice mailed to Ms. [redacted]. I have attached copies, as requested, of all of the notices sent to Ms. [redacted] by SNJB which shows the same Harrisburg, PA address. Again, all notices sent by SNJB are mailed to the DMV registered owner and address at the time of the violation. Should the Revdex.com or Ms. [redacted] have any further questions or concerns, please do not hesitate to contact me. Sincerely,[redacted]Professional Account Management, LLC

RE:  Revdex.com# [redacted], 2016 0527 Revdex.com MD [redacted]
Dear Revdex.com,
Thank you for the opportunity to respond to the complaint from Ms. [redacted].  We have researched the situation and found that the violations and fines charged to Ms. [redacted] are valid, and no mitigating action is necessary.  Ms....

[redacted] has had 4 accounts listed with Professional Account Management, LLC (PAM) by the District of Columbia.  Three of the accounts were paid in full during the calendar year 2011.  There is one ticket that remains open in collections for $250.00 that was listed with PAM during the calendar year 2011.
Sincerely,
Sonya Scruggs, Director Collection Operations
Professional Account Management, LLC

Dear Revdex.com,Thank you for your (and Ms. [redacted]'s) patience as we were waiting to hear from our client, NTTA, regarding the status of Ms. [redacted]'s account. Just this morning, I did hear back from NTTA and they state that Ms. [redacted]'s account is considered closed, with a zero amount due. I have attached a receipt that comes directly from NTTA stating this fact. I have also made sure that Ms. [redacted]'s account is considered closed here at PAM. I did verify with our collections team that Ms. [redacted]'s account shows a zero amount due and is considered closed. We hope this has fully answered any questions or concerns the Revdex.com and Ms. [redacted] have had. Should there be any additional questions, please do not hesitate to ask.  Sincerely,[redacted]
Professional Account Management, LLC

RE:  Revdex.com# [redacted], 2016 0525 Revdex.com [redacted]
Dear Revdex.com,
Thank you for the opportunity to respond to the complaint from Ms. [redacted].  We have researched the situation and a refund request for $172.00 was submitted on 5/23.  The refund process generally takes 4-6 weeks from the...

request date.
Sincerely,
[redacted], Director Collection Operations
Professional Account Management, LLC

RE:  Revdex.com# [redacted], [redacted]
Dear Revdex.com,
Thank you for the opportunity to respond to the complaint from Ms. [redacted].  We have researched the situation and have chosen to remove the violations and fines from Ms. [redacted]’ account and release the charges from any further...

collection activity.  The account was closed from our office by our client, the District of Columbia on 7/11/16.  It appears that between the payment and the tax offset it took some time for all records to be updated and reflect that the account was fully satisfied.
Sincerely,
Sonya Scruggs, Director Collection Operations
Professional Account Management, LLC