Copy of letter explaining problem and (Ithought) solution:
Last year I experienced two separate extended periods of unemployment. Consequently, my credit accounts became past due; I was unable to make even minimum payments as I had no income whatsoever (not even unemployment insurance benefits). I had no choice but to defer all payments until such time as I became gainfully employed.in spite of the fact that I explained this unfortunate unforeseen set of circumstances repeatedly, and promised to honor my commitment to your company as soon as possible, I was constantly harassed with frequent phone calls and threats from extremely rude collectors.
I secured a lucrative position with an outstanding firm in January. I received a bill from you dated February 11 stating that the balance on my account was $613.45 and asking for a minimum payment of $140.00. Payment of $140.00 was sent on Feb. 27th. I received another bill dated March 8 with a balance of $656.01 (presumably the $140.00 had not been credited at that time) and asking for a minimum payment of $175.00. Wanting to get my balance below the acceptable credit limit and avoid any further late charges, I sent the $175.00 right away.
This would have brought my balance to around $300.00 - $315.00.in April I received a bill with a balance of $506.00. There was a $50.00 charge for the upcoming year 5/02-4/03. The $50.00 charge again brought the balance over the credit limit so, of course, I was charged yet another overlimit fee.
My wife called, long distance, to speak with a representative there. She was told that the account could not be discussed with her in spite of the fact that I had repeatedly given my permission for you to divulge any information to her and indicated that it was my expressed wish for her to handle the account. I made a second long distance call to again make clear that payment arrangements be made with my wife.
She asked that, since we had no desire to keep this account or activate a new card, that our intention was to pay off the balance and be debt free, that the $50.00 charge be removed.
She further requested that the $30.00 overlimit fee be removed since the removal of the $50.00 charge would bring the balance within the credit limit. She explained that, as soon as we received a statement with all our payments credited and these two charges removed, we would send a check for the corrected balance, in full, immediately.
She was told, quote: They're not going to do that. When she asked who they is, and asked to speak with a supervisor or someone who could work with us on this, she was (as seems to be your practice) dismissed rudely. As a result of the unprofessional and uncooperative attitudes and behaviors from your collectors we decided to concentrate on paying the other debts accrued during our season of misfortune. The other two companies we worked with were understanding and accommodating, so now they are paid.
I spoke with someone from your company recently who indicated that indeed the charges could have been removed and arrangements could have been made to pay off the balance and close the account in May. I am making one last attempt to settle this matter. Enclosed, please find a check in the amount of $400.00 as a more than fair and equitable settlement of this account. Please close out this account.
Cross Country's response:
They electronically processed the $400.00 payment without our permission.
They refuse to send a copy of our paper check (which contains notations regarding the account being "paid in full".)
They illegally took money out of our checking account without authorization.
They continue to call our home at all hours of the day and night to harrass us and pretend that they have no knowledge of the account's history, and insist that we owe them money.
Gene
Rochester, New York
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