Trinity Hope Associates, LLC

Explanation and Apology: [redacted] 01/20/2016Dear [redacted] ,I received your letter of complaint regarding our "Customer Service Issue"I would like to extend my apologies on behalf of Trinity Hope Associates for any inconvenience we have caused you.Concerning your complaint, I listened to the recorded phone call and there must be some miscommunication somewhereWhen Cindy picked up the phone she said, "Trinity Hope Associates, how can I help you?" Also, after you gave Cindy the last six digits of the account number, she said, "Yes, you do have an account that is in collection." The reason Cindy cannot send you the original bill is because we are not the billing companyOur client who has retained us to collect their delinquent accounts provide us with only the information that we need to do our jobsThe only thing that a collection agency sends out is a notice to inform you that your account has been turned over to a collection agencyIf you desire a bill, you must request in writing that you want the collection agency to provide you the original billOnce the collection agency receives the request, the collection agency will request that the provider provide the collection agency with a formTherefore, Cindy could not provide you with the bill that you requestThe written notice is a form of billIt lets you know who the client, how much you owe, and to whom you can make payments too.To assure you that Trinity Hope Associate is indeed an actual business, you can go onto the North Carolina Department of Insurance and check our license number # [redacted] under "Collection Agency" About the mini-Miranda, by law, a collection agency is:"Section 807(11) of the Fair Debt Collection Practices (FDCPA) requires a debt collector to inform a consumer in the initial communication with the consumer that 'This communication is from a debt collectorThis is an attempt to collect a debt and any information obtained will be used for that purpose.' This disclosure is commonly known as the mini-MirandaIn the event that a debt collector’s first communication with a consumer is oral, the full mini-Miranda disclosure must be provided in the oral communication as well as included in the first written communication sent to the consumerThe disclosure is required even when it is the consumer who initiates the communication."Our first initial contact with you was on June 12, and a notice with the mini-Miranda was sent to you on the same dayAccording to section 807(11) of the Fair Debt Collection Practices, we did not break any laws.Concerning Cindy being rude, she was rudeShe had no right to snicker at youThough she denied it on the phone with you, I made sure that she listened to the recordingCindy has been dealt with according to our compliance guidelineIf she did call you back to threaten you, I apologized but I have no phone record of itAll our calls are recorded and the reason we do this is to make sure we keep our staff accountableIf she used her own phone to do so, I have no proof of thatIf you could provide me with the number that she called you from, I would be more than happy to investigate it.Again, I do apologize for all the inconvenience you have experienceI hope you can forgive us for being unprofessionalIf I can help you personally, please give me a call on my line at 828-394-or you can reach my cell at [redacted] Thank you in advance for your mercy and forgivenessI look forward to speaking with you.Warmest Regards,Solomon YangAssistant Chief Executive OfficerFairway DriveHudson, NC 28638O: 828-394-4405D: 828-394-[redacted] [email protected]

The company contacted me today and said they would refund the money until I'm able to pay

Explanation and Apology:[redacted]01/20/2016Dear [redacted],I received your letter of complaint regarding our "Customer Service Issue". I would like to extend my apologies on behalf of Trinity Hope Associates...

for any inconvenience we have caused you.Concerning your complaint, I listened to the recorded phone call and there must be some miscommunication somewhere. When Cindy picked up the phone she said, "Trinity Hope Associates, how can I help you?" Also, after you gave Cindy the last six digits of the account number, she said, "Yes, you do have an account that is in collection." The reason Cindy cannot send you the original bill is because we are not the billing company. Our client who has retained us to collect their delinquent accounts provide us with only the information that we need to do our jobs. The only thing that a collection agency sends out is a notice to inform you that your account has been turned over to a collection agency. If you desire a bill, you must request in writing that you want the collection agency to provide you the original bill. Once the collection agency receives the request, the collection agency will request that the provider provide the collection agency with a 1500 form. Therefore, Cindy could not provide you with the bill that you request. The written notice is a form of bill. It lets you know who the client, how much you owe, and to whom you can make payments too.To assure you that Trinity Hope Associate is indeed an actual business, you can go onto the North Carolina Department of Insurance and check our license number # [redacted] under "Collection Agency".  About the mini-Miranda, by law, a collection agency is:"Section 807(11) of the Fair Debt Collection Practices (FDCPA) requires a debt collector to inform a
consumer in the initial communication with the consumer that 'This communication is from a debt
collector. This is an attempt to collect a debt and any information obtained will be used for that purpose.' This disclosure is commonly known as the mini-Miranda. In the event that a debt collector’s first
communication with a consumer is oral, the full mini-Miranda disclosure must be provided in the oral
communication as well as included in the first written communication sent to the consumer. The
disclosure is required even when it is the consumer who initiates the communication."Our first initial contact with you was on June 12, 2014 and a notice with the mini-Miranda was sent to you on the same day. According to section 807(11) of the Fair Debt Collection Practices, we did not break any laws.Concerning Cindy being rude, she was rude. She had no right to snicker at you. Though she denied it on the phone with you, I made sure that she listened to the recording. Cindy has been dealt with according to our compliance guideline. If she did call you back to threaten you, I apologized but I have no phone record of it. All our calls are recorded and the reason we do this is to make sure we keep our staff accountable. If she used her own phone to do so, I have no proof of that. If you could provide me with the number that she called you from, I would be more than happy to investigate it.Again, I do apologize for all the inconvenience you have experience. I hope you can forgive us for being unprofessional. If I can help you personally, please give me a call on my line at 828-394-0078 or you can reach my cell at [redacted]. Thank you in advance for your mercy and forgiveness. I look forward to speaking with you.Warmest Regards,Solomon YangAssistant Chief Executive Officer103 Fairway DriveHudson, NC 28638O: 828-394-4405D: 828-394-0078[redacted][email protected]

Complaint ID - 12595273 in the name of Carrie [redacted] - Account # [redacted]Refund was prepared and mailed to Ms. [redacted] January 12, 2018 after review of the documents that was provided to our office by Ms. [redacted] and verification from the billing office for our client, Lake Norman Emergency. ...

We are sorry for the frustration that Ms. [redacted] experienced in this matter while the documents were reviewed and the refund was being processed.  The clients billing office did not report to our office that funds had been received by Ms. [redacted] insurance company.