Southwestern Investors Group, LLC (Southwestern) has received the complaint referenced above
and has assigned it to me for investigation and responseSouthwestern is a passive debt buyer
which engages in no direct collection activity, nor does it generally make outbound calls to
contact
consumersIf a consumer contacts Southwestern regarding an account that is not
currently placed with a third party collection agency, Southwestern’s policy dictates that that
consumer be notified of the need to transfer the account to an agency and that the consumer
will be notified when such assignment has taken place
A review of Southwestern’s records indicates that, while our representative performed the
clerical portion of her duties adequately by requesting Ms*** account be assigned to a
collection agency, her attempts to explain the process to Ms*** did not meet with our
expectationsWhen Ms***, who apparently placed more than one call to obtain information,
requested clarification of the process, the representative simply repeated the same information
to Ms*** without providing any additional clarificationThe tone of the conversation also
indicated some impatience on the part of the representativeThe representative has been
counseled regarding Southwestern’s expectations of its customer contact representatives and
will undergo retraining and testing regarding those expectations, as well as frequent monitoring
for adherence to policiyWe apologize to Ms*** for both the unclear information and for the
tone of the conversation.Please be aware that we also received notice of Ms*** concerns from the agency to which
the account was transferred, along with notification that Ms*** had paid the account
immediately at the agencyWe again apologize to Ms*** for her inconvenience in her
dealings with Southwestern Investors Group, but thank her for her prompt resolution of this past
due accountPlease be aware that Southwestern does not report to credit reporting agencies,
nor can it modify or delete any entry placed by the original creditor or financial institutionWe
urge Ms*** to obtain a “paid” letter from the agency and forward copies (do NOT send
originals) to the credit reporting agencies in order that her credit report be updatedFor her
convenience, I’ve attached the addresses for those three agencies below
We trust that Southwestern Investors Group has fully and completely addressed Ms***
concerns, but remain available both to her and to your office should we be able to provide
additional information or assistancePlease do not hesitate to reach out to me via the contact
information below
Southwestern Investors Group, LLC (Southwestern) has received the complaint referenced above
and has assigned it to me for investigation and responseSouthwestern is a passive debt buyer
which engages in no direct collection activity, nor does it generally make outbound calls to
contact
consumersIf a consumer contacts Southwestern regarding an account that is not
currently placed with a third party collection agency, Southwestern’s policy dictates that that
consumer be notified of the need to transfer the account to an agency and that the consumer
will be notified when such assignment has taken place
A review of Southwestern’s records indicates that, while our representative performed the
clerical portion of her duties adequately by requesting Ms*** account be assigned to a
collection agency, her attempts to explain the process to Ms*** did not meet with our
expectationsWhen Ms***, who apparently placed more than one call to obtain information,
requested clarification of the process, the representative simply repeated the same information
to Ms*** without providing any additional clarificationThe tone of the conversation also
indicated some impatience on the part of the representativeThe representative has been
counseled regarding Southwestern’s expectations of its customer contact representatives and
will undergo retraining and testing regarding those expectations, as well as frequent monitoring
for adherence to policiyWe apologize to Ms*** for both the unclear information and for the
tone of the conversation.Please be aware that we also received notice of Ms*** concerns from the agency to which
the account was transferred, along with notification that Ms*** had paid the account
immediately at the agencyWe again apologize to Ms*** for her inconvenience in her
dealings with Southwestern Investors Group, but thank her for her prompt resolution of this past
due accountPlease be aware that Southwestern does not report to credit reporting agencies,
nor can it modify or delete any entry placed by the original creditor or financial institutionWe
urge Ms*** to obtain a “paid” letter from the agency and forward copies (do NOT send
originals) to the credit reporting agencies in order that her credit report be updatedFor her
convenience, I’ve attached the addresses for those three agencies below
We trust that Southwestern Investors Group has fully and completely addressed Ms***
concerns, but remain available both to her and to your office should we be able to provide
additional information or assistancePlease do not hesitate to reach out to me via the contact
information below