Due to a debt that was not my fault, but going to affect my credit report, I owed a certain amount of money to NCO Financial Systems. After I made my first payment of $100 (in May), my wife and I received bill number two. The first payment of $100 was not posted to our account. We called up the company and found out that a gentlemen named Horace Roland was handling our account. He was very rude and sarcastic to deal with on the phone, but assured us that he would find the missing payment.
We sent him a copy of the cleared check (stamped by their company for deposit) and did what he asked. After a few months passed we called Horace Roland personally and asked him why it was not credited to our account. He said that we never made the payment, and we should send the payment promptly. Horace then said that if we did make payment, that we should fax him a copy of the payment. Our bank told us that faxing them the copy was not a secure way of doing that, so we sent another copy of the check to his boss, Derrick Evans.
After another month or so passed, we noticed that the payment still didn't post. We called Horace Roland, and asked him why it hadn't posted. We got the exact same run around story as before, like he was reading a rebuttal right off of the computer screen. We told him that we were sending his boss a copy of the stamped check via USPS certified mail. Horace gave us the direct mailing address so that it would reach him personally so that proof would be present.
We sent the certified letter and got proof that it had been delivered. Horace left a phone message for me to call him. I called him back today (9/8/04) and he was asking about the Sept. Payment. I told him that the letter that was delivered to their firm explain the current payment explaination. He began accusing me of not sending it, and that he doesn't have proof of the payment, and kept going on and on about why we needed to take care of this. I told him that he had been reported to the Better Business Buerau and that we might seek legal advice to further along getting the payment posted.
My wife called back and spoke to his manager, Derrick Evans. Derrick was very rude and vindictive towards my wife. He told her they do not take care of our payments and that we needed to take care of our finances better. He was yelling at her over the phone (I could hear him) and she started to sob a bit. He told her that she needed to quit crying and get over it. I picked up the phone and told him that he was being out of line, and we just wanted to make sense of all of this. He then told me that if I didn't listen to him, he would send our account out to another company, and my credit report would be marked. I thought this was VERY rude and unprofessional.
He would not let me get a word in at all when trying to explain everything. He explained to me that he personaly DOES NOT receive any mail through the USPS at his office and that all of his mail is handled in a different department. I found this to be quite odd. He then explained to me the exact run around story Horace Roland was giving me, the same one I have heard for 5 months not.
This experience has been nothing but aweful. We made our payment, sent proof, they lost it. I do not understand why they can't be organized enough to figure out that they misplaced our payment and they need to be figuring out why it was misplaced. But in their eyes, we are in the wrong. Go figure?
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