Complaints

April 27, 2017 Profit Services Group recently responded to select complaints closed as "unanswered" with the following blanket statement: 

Response to complaint on Profit Services Group.

Profit Services Group is a collection agency located in Savannah, Ga. We are a company that follows the FDCPA laws to the exact and full extent on every telephone conversation and written communication. All of our calls are recorded. When a complaint is received the recordings are reviewed. All accounts are notated in detail when a delinquent account is worked.  Those notes are matched up with the recording when a complaint is reviewed. All debtors are sent a letter within five days of the first initial contact with the required VOD statement and mini Miranda. After reviewing numerous complaints from the BBB that basically say the same thing this letter will serve to answer the same repetitive accusations. It is my observation that the debtors believe or have been told that a complaint will resolve their problem. In most cases the problem can be solved simply by paying the bill that is owed. It should be noted that in a greater majority of the cases that are complaining they could have avoided collections by responding to the client that they owe before it was sent to collections. It should be also noted that the greater majority of the complaints are never concerned about resolving their account by paying. Most are looking for their bill to be written off or their credit cleared with no type of payment. The following list of complaints and answers should resolve any questions:

• The collector or people were rude…
  The collectors are not rude. They are however firm but fair. The debtors want to have more time, make payments, settle for a smaller amount, want a call back later, want a bill, don’t have any money, insurance should have paid, … the list keeps going. When they are told that no matter what, the balance is due, then the collector is rude. When they cannot have their way then the collector is “rude” When they don’t get “customer service” that is geared to the “customer is always right” the collector is “rude”. When a debtor is presented with factual information the collector is “rude”. When the collector advises that “further collection action” is scheduled the collector is “rude”. When the collector follows the FDCPA third party disclosure laws the collector is “rude”. When a collector terminates the conversation with “good day” the collector is “rude”. When the collector calls the debtor because the debtor has no kept on a promise to pay the collector is “rude”. When the collector tells a debtor that they have no notes from a doctor or diagnosis to share with them the collector is “rude”. When the collector advises a debtor to call the billing company for the client on a toll free number to resolve insurance issues the collector is “rude”. The point here is the collectors are not being rude. They will not sit and listen to the debtor continue to make up stalls and excuses for not paying a bill that usually has been owed for over a year without any attempt to pay. The collectors state the facts. It is apparent in our American politically correct culture that the increasing attitude is that if you can’t have it your way then everyone is wrong and rude.
• The collector used profane language or abusive language…..
  The collectors follow FDCPA guidelines exactly. All conversations are recorded. All calls are in the physical presence of management. Management does not sit in an office separated from the collectors. They are present within ten feet of any collector. Therefore nothing can be said by the collector that is not heard or recorded. Every complaint that has been expressed in this contexts when listened to has been proven wrong. In most cases it is exactly the opposite. The debtor is using profane language. The same stands for “abusive language”. The debtors interpretation of what the collector is saying is usually the problem. When the collector refuses to agree with the debtor they are accused of being abusive. When a collector advises the debtor that they are making excuses they are being “abusive”. When a collector suggest that a debtor ask their parents, pastor, employer, friends, relatives to help them pay the bill they are being “abusive”. When a collector advises the debtor they are terminating the conversation because it is going nowhere they are being “abusive”. The list in this same vane just keeps on going. The truth is that most debtors do not like seeing the reality of their procrastination. As a result they feel that facing the facts are abusive. Once again there is a break down of real understanding on the debtors part. The real abuse is how the client that is owed by the debtor after providing a service or treatment is not considered by the debtor. If the situation was reversed the debtor would probably have very little mercy on money that was owed to them.
• The collector keeps calling me after the bill is paid in full….
  As a collection company we only place calls on accounts that are showing a balance. Many times we are told that the bill has been paid. The problem is without proof from the debtor we have to rely on our clients to contact us when a payment is made. We advise the debtor to call the client and try to clear the matter with them. We always provide a telephone number for this client contact. We also advise the debtor to have the client call us if a payment needs to be reported. We do not call the client’s office to inquire if payments have in fact been made. This is a client’s contractual responsibility to our company to our company. After a balance has been zeroed on our system for an account there are no further calls. It should be noted that many debtors owe several different accounts for different clients. This type debtor will continue to be called on the unpaid debts even though they have paid some in full.
• The agency threatened me… said I would be arrested… said I would be garnished…said would take legal action…
  All of these accusations are untrue. The problem that the debtor has is two fold. The fear of the unknown usually ends up as confusion and the wrong interpretation. We are bound by the FDCPA to state facts and the trust. When a collector talks to a debtor they say “further collection action”. At that point it is up to the debtor to interpret the meaning. If the debtor keeps asking about “what can the client do” we will advise “that if” our client chooses they can take any legal action within the law to collect a debt. This is a fact not a threat. Again the collectors do not use this in every conversation. They only extend this information when the debtor insist.
• The collection agency did not leave a message on my voicemail… they did not leave a detailed message or their company name on my voice mail… they would not tell my mother, father, relative, friend, employer…what they were calling about, they only left their telephone number and no company name…
  These are all true statements. The debtor that makes this accusation should read the law in reference to third party disclosure.
• The company would not identify themselves when I called them.
  Not true. We always answer the telephone as “PSG” of Profit Services Group. At that point we cannot identify what we are calling about until we have correctly identified the debtor so as to not violate the FDCPA. As a result many debtors get angry and become abusive/profane. By obeying the law we are accused of being a fraud, a scam, or being rude on this BBB site for this exact reason. We are also questioned about our professionalism and customer service because we will not violate the law to please the debtor.
• The company refused to take the payment I offered to them…the company told me that I could make a payment but that it would not stop the “further collection action”.
  We do not refuse to apply any size payment to a debtor’s account that is owed. We do advise the debtors that unless we have full information to justify a partial payment instead of payment in full the “further collection action” will not be stopped. The reality is that the debtor has had many months to make a payment arrangement with the client on a direct basis. The reason that they are in collections is that they failed to do so. Once the debtor is called most feel like it should be okay to start making small payments monthly. The client wants the balance in full paid immediately when it is sent to our company. Time is up for the debtor. The other conflict with the debtor begins when they refuse to give information so that we can help them. No information equals no payment arrangement. 
• The collection agency calls me everyday…..
  In most cases this is not true. It is however legal according to the FDCPA to contact a debtor one time per day. If a debtor has multiple accounts owed to different clients it is possible for them to get more than one call per day but never on the dame debt that is owed. The exception would be if the debtor ask for another call on the same day.
• The collection company is calling me late at night… the company is calling me too early in the morning…..
  Not true. Our office hours are 8:00 a.m. to 5:00 p.m. Monday through Friday. No calls are placed before 8:00 a.m. No calls are place after 9:00 p.m. This is in direct compliance to the FDCPA.
• I would rather have my account placed with another collection company or sent back to the client I owe.
  The real question here is why? Every time I see this statement in a complaint I never see anything about “paying the bill”. The client’s that we represent do not take back their accounts because a debtor is complaining. They do not send them to another collection company. The debtor has already proven to them that a voluntary payment is highly unlikely. The debtor really is complaining once again because the reality of the situation is that they cannot have it their way. The real way out is to pay the bill.
  
• I am in bankruptcy. The collection agency keeps calling me….
  Our company will not call a debtor that is in bankruptcy after they give us a case number and filing date and the name of their attorney. If they do not give us this information we will continue to call. Just saying “I filed bankruptcy” is not good enough. Many debtors have learned to use this as a stalling tactic. When the truth is known they have not filed. It should be very simple for a debtor to furnish this information. Many debtors also incur bills after they file bankruptcy. This is especially true when it comes to medical bills. These bills are owed.
• The billing company told me they “pulled back” the account from the collection company and they continue to call me…My insurance company sent me an EOB with a zero balance so I don’t owe anything… The client did not have my insurance information so I don’t owe the bill…
  First, the billing companies cannot “take from” or “pull back” an account from collections once it is placed. They can request a hold for 30 days to refile insurance. The problem that most debtors have is that when they call the billing company the representative that knows absolutely nothing about collection companies tells the debtor that everything is ok and they will “pull back” the account. The representative has no authority to do this action. In most cases they will receive a reprimand if we report the action to our client. Furnishing an EOB does not act as proof of payment. The client must report the payment directly to our company.
  
• The company hung up on me… I called multiple times and was hung up on…
  Our company receives a high volume of calls on an hourly basis. The debtors are placed on hold automatically if all our lines are busy. If the debtor will exhibit a small amount patience their call will be answered. In many cases this type of complaints when investigated proves that the debtor has made multiple calls being abusive to the collector answering the phone. If this is the case the phone is programmed to hang up on the debtor until they stop harassing our company.
  
• They do not have a bill on me… I have called the hospital and physician and they never sent a bill to PSG on me…
  Really?? Then how did we get the bill?? How did we have all of your information on when you went to the emergency room, hospital, or doctor’s office? How did we have a date of service?? After you called the client why didn’t they contact us about your call? This type of complaint is easily resolved. Conference call with the client. If you request in writing the proof we will have the client furnish it to you. The debtor that filed this complaint also on a previous date promised to pay the bill. It is listed on her credit report. Just another way to try to use the BBB to get her out of paying. My question is why the debtors think that making false claims to the BBB will get them out of paying their bills??
  
• I am getting calls and I did not give permission to call my number….
  All of the clients we represent have a signature from the debtor or their representative on a document that gives permission to contact the debtor at any information given to the client. This document clearly states that permission is given to the client and any of it’s private contractors that represent them on any matters including debt collection.
  
• I requested a letter saying that once I paid off my debt that it would be removed from my credit report. The company refused.
  Our company does not send out customized letters to accommodate the debtors request. In general we only send out the initial letter required by the FDCPA. We also cannot say what the credit reporting companies will do on a definite basis. Most debtors think that a collection company can have the report updated immediately after payment. This is not true. PSG does not update reports on a monthly basis. What happens with that is entirely in the control of the credit reporting companies.
  
• This company does not give me options to pay the bill… This company demands payment in full and will not listen to me…This company wants me to try sources that will demean me and embarrass me to come up with the payment in full…
  PSG gives many sources to come up with a solution to stop further collection action. The problem is that many debtors do want to try to pay in full. They want to set up a small payment arrangement. If the debtor is embarrassed by their situation the easiest way to not feel that way is to pay the bill in full.
• I have an attorney and they keep calling me….
  If your attorney refuses to communicate with us on a reasonable and timely basis the FDCPA law says that we can contact you. If you do not furnish PSG with full contact information for your attorney then we must continue to call you. In many cases a debtor claims they have any attorney as a stalling tactic. Most agencies buy it. PSG does not. Give us the verifiable information and we will try our best efforts to deal with your attorney.
  
• I paid my account in full to PSG and not my insurance company has paid it. I have requested a full refund from PSG and they have not sent it to me.
  We refund all over payments. We do not refund a debtor just because they call and say the bill has been paid. We cannot send a refund because the debtor furnishes an EOB from their insurance company. We must verify our client has been paid and the amount. If there is an overpayment after all adjustments have been made by our client the refund for the amount overpaid is sent to the debtor. Usually a same day demand from a debtor is never done. There is a process that is followed for refunds.
  
• Profit Services Group added collection fees to my original balance. I called the billing company and they had a smaller original balance.
  PSG does not add collection fees to any account. We do represent clients that exercise their contractual agreement signed by the debtor. This agreement states that if the account goes delinquent the client will add collection fees to the account. When the account is sent to PSG the charges are added to the account by the client. When the debtor calls the billing company they will never show the collection charges added on their system. The charges are only added to “collection/bad debt” accounts which are not part of the billing company’s job function. If the debtor pays the billing company direct after and account is in collections the will only pat what the billing company has as the original balance. This will always leave a balance for the collection charges. This balance will remain on the debtor’s account until paid.