Recovery by NRG LLC

Miss. [redacted] was contacted on 12/14/2015 regarding an account with [redacted] that was placed with my office on 12/14/2015 for collections. During this conversation the customer stated that she had just paid an [redacted] account off. We asked the customer to provide a "paid in full"...

letter and if the account numbers matched we would close the account as "paid prior", the customer agreed. Upon receiving the paid acknowledgement I seen that there where the "original account" number would go was blank. The company that she paid did not have an account number on the letter nor was there a signature on the letter. Because there was no account number to match I was unable to close the account as paid prior. I did send the customer a dunning notice showing the balance and the original [redacted] account number. I have attached a copy for your records. The balance that was placed with Recovery by NRG is the balance that [redacted] is claiming is due. We do not add any fees or charges to a balance when they are placed here. Also, I did contact the other agency and they gave me a totally different account number for the account that they were collecting on. Another call was received from the customer on 12/15/15 at which point she was forwarded to the C.E.O. Chris M[redacted], after discussing with him the account details he decided to close the account as paid prior. This account is no longer on our collection floor and has been sent back to the client. I have also attached the paid receipt that the customer sent to me via email from the other agency. If you look it over you will see there is no account number for [redacted] and no signature from the company. Any further concerns or questions I can be reached directly at [redacted] or am[redacted]@recoverynrg.com

Good morning, I have reviewed this complaint, however, I am unable to locate this account by the telephone number and name provided. I know that it was not me that you spoke with as I do not make or take any calls unless they are escalated to upper management. If you could provide a reference number...

or the actual name as it appears on the account that is being disputed I will be more than happy to provide you with all corresponding documentation as well as removing all numbers and close the account as a dispute but at this time I cannot locate the account in question with the information that was provided. Feel free to contact me direclty if you prefer to have this issue resolved. Thanks, Ashley M. Director of Operations Recovery by NRG

Our office made a first initial contact with Ms. [redacted] on 3/11/2016. During that conversation, consumer advised collector that she was advised by bank to stop all automatic payment to [redacted] due to a fraudulent email that she received from a scammer claiming to be [redacted]. After giving the...

consumer DMP's (account owner) contact information she was then transferred to owner of our office to further explain the dispute that she was having with [redacted]. After that call we did order the original loan information, i.e. contract, signature page etc., to be sent to consumer as she had requested on the call with the owner.  The collector spoken of was reprimanded and written up for his violation of the FDCPA during this conversation. This account has been placed in "dispute" status and sent back to the client as such.

I have removed all telephone numbers from this account. I have also sent a letter regular mail to the address on file. If you wish to correspond further you may do so via US Mail. Sincerely, Ashley M.

We can go round and round regarding this he said she said. The answer from the customer here cuts to the very core of their complaint.  They called my office in the morning, and because I did not immediately return their call they became very upset.  They then called a 2nd time. This call I did receive. I never had an issue regarding returning to their property and applying another application. I just could not return that day.  These folks were angry that I did not get back to them immediately and they wanted me out their that day and they were not taking no for an answer. I absolutely did not tell them there was nothing I could do because, I already told them I could come on Monday. The Monday return was no good enough. I find it interesting that Mr. Schlesser is writing the complaint because I never had a conversation with him I dealt directly with Mrs. Schessler. I do not know how to rectify this situation at this point. I sprayed the property twice and fully intend and still intend to uphold the 3-month warranty that is in place.