Complaints

This profile includes complaints for Complete Payment Recovery Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Complete Payment Recovery Services, Inc.

  11601 Roosevelt Blvd N # Ta09 Saint Petersburg, FL 33716-2202

• 

  Complete Payment Recovery Services, Inc.

  347 Riverside Ave Jacksonville, FL 32202-4909

• 

  Complete Payment Recovery Services, Inc.

  347 Riverside Ave Jacksonville, FL 32202-4909

• 

  Complete Payment Recovery Services, Inc.

  347 Riverside Ave Jacksonville, FL 32202-4909

• 

  Complete Payment Recovery Services, Inc.

  PO Box 30272 Tampa, FL 33630-3272

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with an agent from the company last night in regards to my wife ****** account with this company. Her control number is *********. Their agent was extremely rude. Continued to interrupt me and over talk me. And she attempted to use false and misleading statements with me. Telling me I need to pay this bill. She then continued her rude tactics by telling me it wasnt even my file it was my wifes account. And then the agent was questioning me in regards to why I kept asking questions about the account. I asked if a supervisor was available and she lied saying there wasnt. And shortly there after she gets one on the line after multiple attempts to divert me claiming they couldnt call me back for up to 48 hours. I then speak to a supervisor who was very rude as well. I explained my concerns and complaints about the prior agent and their tactics and she could care less. Showed no empathy. Continued to ignore what I said. And was only trying to get me off the phone. She kept saying their calls are recorded but she wouldnt do anything about their agent unless I filed a complaint. Their tactics are abusive and very misleading and unprofessional

  Business Response

  Date: 07/08/2024

  Re:  Case # ********
  Our Account Numbers: ********* *********************
  Our ********************* of ***********
  
  Complete Payment Recovery ******** **** (CPRS) is a licensed third-party agency that collects debts owned by other companies. The referenced debt is owned by our client, ************* of ***********. The account is for a closed direct deposit account placed in our office for collection for his wife, ********************* on June 19, 2024, in the amount of $208.97.
  
  ************** contacted our office on June 27, 2024. Our collection agent offered to take a payment by phone for the balance in full. ************* asked questions regarding when the account was charged off, was it written off, whether the account is credit-reported or will be credit-reported by CPRS, how long will our company work the file, what we are offering to settle, etc. Our agent stated the account needed to be paid, then stated it should be paid. Either statement was incorrect to say. She did not state ************** needed to pay; however, our agent did not follow script. We apologize for our agents choice of words, the fact she did not attempt to answer all his questions, and she interrupted his questions. We addressed the issues with our agent. Her behavior was not typical of how our calls are managed and was not acceptable for our company.
  
  ************** indicated that he wanted to settle; however, he would not state an amount at first. It was stated to ************** that our client does not give our company preauthorized settlement authority. As our agent was documenting the account for settlement offer, ************** requested to speak to a supervisor. The transfer hold time was approximately 5.5 minutes, and the agent came back online several times to let him know that she was still transferring.When ************** spoke to a supervisor, she offered to submit a settlement to our client for 50%. ************** stated he wanted to settle for $25.00. He stated that the account was written-off, we can do better than 50%, and that he has filed CFPB complaints on multiple collection agencies and it will not come out in our favor.
  
  To answer all Mr. ****** questions, although some of these were answered during his call:  Our company is not a furnisher to credit bureaus. We cannot speak on behalf of our client, if our client account considers it written off in meaning the client is less interested in recovering the full balance. Our client does not preauthorize settlements for our company. The length of the time that an account is placed with our office varies and may not be available to the collection agent because it is not relevant in resolving the account.
  
  We agree our collection agent was less than patient and professional. We apologize for her choice of statement, that an account should be paid and her behavior. Our agent did not use obscene, profane, or abusive language. We regret any inconvenience ************** may have experienced. We apprised our client of this complaint and Mr. ****** settlement offer. Our client counteroffered a settlement. Mr. or *************** may contact our office if they have any questions.
  
  
  Thank you,
  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21915228
  
  I am rejecting this response because:
  I received this same response back to my complaint filed with the ***** I called the company back on July 8th and spoke with a different agent. Her behavior and actions were equivalent to the last agents. Continued to interrupt me and over talk me. Avoided answering questions and was very unprofessional. She was sarcastic and rude. In addition she even laughed on the call. This seems to be common practice at this agency. And I am quite disturbed after receiving the companies response about their first agent. It seems the company only cares about being abusive and misleading. Alt of the agents I have spoken with were unprofessional and misleading. Their tactics should be thoroughly investigated. I am waiting to hear back from the original creditor in regards to my complaints against this collection agency. 
  Sincerely,
  
  *****************

  Business Response

  Date: 07/17/2024

  ************** contacted our office on July 8, 2024. Our agent provided ************** with the settlement amount our client approved. ************** alleged the previous agent agreed to 25% off and said he would file another complaint. ************** continued the conversation by asking the agent about the previous complaint and what details were documented in the account notes. He asked questions about the ****,and does she know what the **** is. She was not sure how to answer Mr. ****** questions, furthermore, these questions were not related to the settlement ************** called about. She reacted with a slight expression of frustration followed by an explanation that she was being interrupted when she attempted to answer. She did not laugh at **************. She transferred the call to a supervisor at this point. Our supervisor confirmed the settlement amount and confirmed she would listen to the previous call and address the agent if there was an issue. Again ************** stated the agent from the first call agreed to 25% settlement. During the call, ************** stated the settlement offer made by our client was dumb and ridiculous. He stated he would file another complaint.

  After reviewing both call recordings again, we can verify without doubt that each person ************** spoke with informed him that any settlement offered on the account must be approved by our client. While the first agent should have been more patient with **************, none of our agents were misleading or abusive. We have cancelled and returned this account to our client.  Any questions regarding this account should be directed to our client.
  
  Thank you,
  
  

  
  

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21915228
  
  I am rejecting this response because:
  The companies first response clearly reflected they had a brief moment of empathy. However claiming their first agents lack of customer service was out of the norm for the company was a blatant lie after dealing with the second agent. And it appears the company has no issue lying in their response back to this complaint either. Their second agent clearly laughed on the call. Laughing at the situation she so clearly couldnt handle. And then they claim she did not laugh. It is clear on the recording you can hear it as I call her out for laughing at me. They also claim neither agent was misleading or abusive. I would consider being laughed at abusive. And I would consider an agent lying saying there is no supervisor available to be misleading. And also stating I need to pay this debt is very misleading and abusive. Their tactics are horrendous. And the fact they could care less about customer service and that it is quite apparent the company as a whole has no issue lying I would encourage the BBB and the **** to thoroughly investigate this company. I have also already spoken with the original creditor and they are investigating this company now as well. 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:06/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on June 25, 2024, we received 2 notices from Complete Payment Recovery, *** to collect on 2 "bounced" payroll checks. They gave me the name of the individuals and told me to call the local police. I called the store that it had listed that received the "bad" checks and they have no record of cashing those checks. We don't even have checks in the range that they have listed. I have reached out to the store's corporate office and will be notifying the police in the area. Luckily, I caught this right off and never sent money to them.

  Business Response

  Date: 06/26/2024

  Re:  Case # ********
  Our Account Numbers: *********, *********, *********, ********* *************** of ****** ****
  Our client: Brookshires #**

  Complete Payment Recovery ******** **** (CPRS) is a licensed third-party agency that collects debts owned by other companies. The referenced debts are owned by our client, Brookshires. Our client is a retailer and as part of its business provides check cashing services. When a check is cashed by our client and later dishonored, it places the item with CPRS to collect.
  
  According to our records, the four referenced accounts were placed in our office between May 29, 2024, and June 1, 2024, for checks issued from *************** of ****** **** (maker) to three individuals (payees) totaling $3,685.45: check 7430 to *********************, check ***** to Summer ******, and checks ***** and ***** to *************************. Our client accepted the checks in exchange for cash value, in good faith, as part of a valid transaction without knowledge of any dispute at the time and therefore entitled to recover funds as holder in due course.
  
  The checks were returned for the reason Closed Account.  We mailed the business *************** of **********  collection notices upon placement which provided details about the accounts along with options to request validation and dispute the accounts if needed.  ******************** called our office on June 25, 2024,stating the checks did not belong to her company. Our representative provided details about the checks as requested, and based on ******************** comments, closed the accounts as asserted fraud.
  
  In response to ******************** allegation that these checks were not cashed by our client and placed with CPRS, she is incorrect and has apparently been misinformed by whomever she spoke to at the store location.  ******************** is not listed on these accounts personally.These are business checks. She, nor the business, are responsible for any fraudulent checks. We regret any inconvenience she may have experienced because someone used her business name to commit fraud. If anyone is a victim of identity theft, they may find the following website helpful in recovering:   Federal Trade Commission   ******************************
  
  Thank you,
  
  
  

  
  

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter about a check being returned to ******* in the amount of $90.45. Check # *****. Control number *********. I'm not aware of any returned check from my bank. I believe this is fraud.

  Business Response

  Date: 06/17/2024

  Your Case #:  21861021
  Our Account:   *********
  
  Complete Payment Recovery ******** **** (CPRS) is a licensed third-party agency that collects debts owned by other companies. The referenced account is not in the name of the complainant.  For this reason, we are not able to respond ************* or send validation.
  
  Accounts placed with ******************** include the name of our client, the balance, the date, etc.  and inform the addressed how to dispute the debt and request validation. This may be requested by mail or over the telephone

• Initial Complaint

  Date:06/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Credit Human ********************* I do not have a contract with Complete Payment Recovery Services **** they did not provide me with the original contract as I requested.

  Business Response

  Date: 06/07/2024

  Your Case #:  21816231
  Our Account:   *********
  Our Client: Credit Human Federal Credit Union
  
  Complete Payment Recovery ******** **** (CPRS) is a licensed third-party agency that collects debts owned by other companies. The referenced debt is owned by our client, Credit Human ********************* Our client is a financial institution, and the account is for a balance due on a closed demand deposit account.
  
  On May 26, 2024, the referenced account was placed with our office for $318.88. A validation notice was mailed to ************** on May 27, 2024,to the address provided by our client and the same listed in his complaint. Our validation notice included ************** right to dispute the account by telephone or in writing.
  
  In answer to his concerns:  
  1. I am not liable for this debt.
  We will contact our client to request validation and mail it to **************.
  
  2. I do not have a contract with Complete Payment Recovery Services, Inc.
  Our company is not required to have a contract with ************** to collect on a debt placed by our client.
  
  3. They did not provide with the original contract as I requested.
  We did not receive any communication from ************** until this complaint was received. ************** cannot expect us to know he wanted information, or had a dispute, if he did not contact us.
  
  4. Desired Settlement: Correction to credit report
  We do not report to credit, and we did not state that we do in our collection notice.
  
  We hope this information addresses ************** concerns, if not he is welcome to contact our office directly and we will be happy to assist him further.
  
  Thank you,
  
  
  

• Initial Complaint

  Date:04/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************* wrote a check to ******* on 12 and Main, in ************* on 4-5-23. She received a letter from Complete Payment Recovery Services of ************, *******, stating that they are a **** collector trying to collect a debt owed to *******. The aforementioned check was never presented to *****'s ************ (Mid Kansas ************ in **********, ******) for payment. The letter threatens that this is being reported to a national check verification database, and that "your check writing privileges may be denied until it is resolved."This is the second time a ********************** has been unleased on my parents. Both times, the paper work was delivered through *************** The first time was about a year ago, and was in regard to a check written at ********** in *******. That check had been cleared and paid, and it still took about four months, and countless phone calls and tears by my 83 year old mother, to clear it up. ***'s Club, in that instance, refused to get involved. I am angry that this company, and the grocery stores involved, are allowed to harass and threaten my elderly parents. My father does nearly all of his business by check, and runs a business himself. This is a huge club this Debt collector is wielding, and appears to be without any motivation to make sure it is not done to innocent victims. My parents are in their 80's, and are not a**** at battling these issues online, or even by phone. It should not be up to them to prove they have not written a bad check. They have money in their account. The ************ notes they have not been presented with this check to pay. That should be more than enough to stop this process, and the Debt collector should pay a fee for this harassment of my parents. I would like for this debt collector to lose the privilege of operating in this state. I would like for them to pay my parents for the harassment they have caused, and would like grocery stores, including ***** and Dillons, to bear some responsibility for using this company. Thank you for your help in this matter. *************************** MD

  Business Response

  Date: 04/30/2024

  Re:  Case # ******** *********************
  
  Complete Payment Recovery ******** **** (CPRS) is a licensed third-party agency that collects debts owned by other companies. This complaint was filed by a third party, and not by the person named by the complainant. Due to the federal Fair Debt Collection Practices Act, we are unable to disclose any information about a collection account to a third party without that consumers permission. We are not confirming ********************* has an account in our office.

  
   As a rule, if a consumer has an account in our office, that person has a right to dispute the debt and request validation. If an account is disputed by that consumer, we will cease collection and send validation if requested.  This is explained in the first notice mailed to consumers.  If a consumer would like us to discuss a debt with a third party, they may contact us by telephone or mail us a letter and provide such permission.
  
  Thank you, 

• Initial Complaint

  Date:04/22/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a payee , my lawn man, cash a check ($120.00) that I had stopped payment on at *******. Instead of going after him they asked that I make the check good. I agreed and mailed CRPS a check #**** for $120.00 - (control number *********) and told my lawn man I applied the $120.00 to next months bill. Two weeks later I get a call from CRPS claiming they never got the check I mailed so I agreed to give them my routing number on 2/14/24. The $120.00 was taken from my account on 2/15/24. A little over two weeks later I see my original check #**** was cashed by CRPS ..control number ********* was written on my cancelled check. I asked that they expedite a check to me immediately. Today (4/19/24) I get a letter with a copy of a canceled check ($294.25) and control number *********.????? This office is incompetent at best. I am still awaiting my $120 that they claimed was mailed..I fear what was mailed was the copy of the $294.25 check and not my $120.

  Business Response

  Date: 04/23/2024

  Complete Payment Recovery ******** **** (CPRS) is a licensed third-party agency that collects debts owned by other companies. The referenced debt is owned by our client, Wal-Mart. Our client is a retailer and as part of its business provides check cashing services. When a check is cashed by our client and later dishonored, it places the item with CPRS to collect.
  
  This account was placed in our office January 19, 2024, for a check issued from *********************** (maker) to ************************* (payee) in the amount of $120.00. Our client accepted the check in exchange for cash value, in good faith, as part of a valid transaction without knowledge of any dispute at the time and therefore entitled to recover funds as holder in due course. The check was returned for the reason Stop Payment.  We mailed ************ a collection notice upon placement which provided him details about the account along with his right to request validation and dispute the account.
  
  ************ called our office on January 29, 2024. He stated this check was to pay his lawn guy he issued through his bank using ******************* and later his bank stopped payment. Then he stated he stopped payment. He requested a copy of the check. We mailed him a copy of this check cashed by our client. On February 1, 2024, he called our office. He stated it was an accidental dial and that he also has mailed a check for payment in full to our office the day before. On February 14, 2024, he called our office to confirm if we had received payment. We verified that we had not received it. ************ offered a payment by phone and stated he would be okay with receiving a refund if the mailed payment was received later.This was ************ suggestion therefore we accommodated his request. On March 26, 2024, ************ called our office stating both payments were processed. At the time, our representative was unable to confirm both payments were received and processed.
  
  This account received his ********************** of $120.00 on February 14,2014, with an ACH authorized by ************ over the telephone. We applied his mailed payment of $120.00 on March 27, 2024. We mailed ************ a refund of $120.00 on April 17, 2024. The account has a zero balance now.
  
  The other accounts ************ is referencing appear to be fraudulent.There were placed with our office by other clients, and they matched Mr. ***** account because the checks have the exact same routing and account numbers, however they have different makers and payees, therefore they can only be fraudulent.We appreciate letting us know about the disputes with the other checks and we have made updates. ************ is not responsible for any fraudulent accounts associated with his bank account in our office. We regret any inconvenience he may have experienced.If ************ was a victim of identity theft, he may find the following website helpful in recovering:   
  
  Federal Trade Commission   ******************************
  
  Thank you,
  

  Customer Answer

  Date: 04/26/2024

  I received this correspondence from CRPS. This check does not respond to any inquiries I had regarding my $120.00 check that as of today (4/24/24) I have yet to receive. Knowing the extreme haphazard way that CRPS does business it wouldnt surprise me to learn that my $120.00 check was sent to this account.

   

  Please send to CRPS..I await their response.

  Business Response

  Date: 04/30/2024

  The check copy ************ received was mailed prior to receiving his overpayment and refund. That was a result of what appears to be fraud,and this was discussed in our first response. CPRS will not hold ************ for any obvious fraudulent checks.
  
  Previously ************ stated he mailed a payment of $120.00.Later he decided he wanted to pay the $120.00 over the phone because the payment was not received at the time he called back. He stated he would wait for a refund if or when the payment was received. We received his check in in the mail on March 27, 2024, and mailed a refund for $120.00 on April 17, 2024. We agree that mail from ************ to our office, and from our office to him does seem to take longer that we normally experience. Please find a copy of the refund check that was mailed to ************. If ************ does not receive the refund, he may contact our office and will stop payment and reissue if necessary.
  
  Thank you, 

  Customer Answer

  Date: 05/01/2024

  I received my $120 check from CRPS and consider the case closed.

  
  

• Initial Complaint

  Date:10/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They call all hours of the day and night. Some are recordings others are a live person. I have notified them of a dispute in writing numerous times. They refuse to file my dispute

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  Your Case #:  27115880
  Our Account:   *********
  Our Client: CNB Bank xxxx787
  
  Complete Payment Recovery ******** **** (CPRS) is a licensed third-party agency that collects debts owned by other companies. The referenced debt is owned by our client, CNB Bank. Our client is a financial institution,and the account is a closed demand deposit account.
  
  On September 21, 2023, the referenced account was placed with our office for $159.35. A validation notice was mailed to **************** on September 22, 2023, to the address provided by our client at **************************************************************This notice included **************** is right to dispute the account by telephone or in writing.
  
  Our office has made five attempts to contact *************** by telephone between the hours of 8 am and 6 pm in his time zone. No recorded messages were left for ****************. We have not received any communication from **************** regarding a dispute. Based on this complaint, we have ceased communication with him and if he wishes to dispute the debt, he may contact our office just as the notice advised of his right to do so.
  
  Thank you,
  

• Initial Complaint

  Date:05/04/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am getting repeated calls from these people looking for someone else who doesn't live here. I have asked them to stop calling my number, but they continue to call. My next step is to get a lawyer and sue ******* you have any clout with them, please make them stop calling ************. Thank you.

  Business Response

  Date: 05/05/2023

  Re: Case # ******** *************************

  We reviewed the complaint and understand ************** concern.We appreciate the Better Business Bureaus assistance in the matter.

  We checked our telephone records and can confirm the telephone number referenced by ************** was associated with multiple consumers. Each time he informed us that it not for the person we called, we removed the number from that persons account. To remediate the issue permanently, we have now placed a block in our dialing system so that ************** telephone number is universally blocked.
  We apologize for any inconvenience ************** experienced with receiving messages. If he has any other concerns, he is welcome to contact our office.

  Thank you, 

  Customer Answer

  Date: 05/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a Bill pay for $1800.00, waited 6 days and looked like it didnt go through as it wasnt showing pending and the money was still in my account. Tried bill pay again and that time it went through. Apparently the 3rd party ******************* paid my bill twice supposedly (no proof as my account only showed $1800.00 missing once) and made said they made $3600.00 in payments and sent me to collections in 1 week with no attempt phone call or anything. Said I needed to pay back $1800.00 or it will affect my credit. I made the payment today as I dont want my credit ruined but I want proof that this happened and if there is bo proof, I want my money back. Also, my receipt that they sent me, has NO CONTENT in the email!!!!!! They are scammers. Luckily , I took a screenshot of the payment before I submitted.

  Business Response

  Date: 03/06/2023

  Our Account: ********* *****************************
  Our *****************************
  Complete Payment Recovery ******** **** (CPRS) is a third-party agency that collects debts owned by other companies. The referenced debt is owned by our client, Metavante. Our client provides a bill-payer service through participating financial institutions in which its customers authorize a payment to be processed from their checking accounts. If an authorized transaction is returned for any reason, our client warrantees the payment so that payee receives payment and customers bank account is not charged back. Customers then owe our client, Metavante, for the dishonored transaction and our client places the account with CPRS to collect.
  On January 26, 2023, the referenced account was placed with our office for collection. According to our records, the account is for a dishonored transaction authorized by ***************************** to USAA USB Mastercard & **** Gold (payee) on January 17, 2023, in the amount of $1,800.00 using her account with Summit ********************* Subsequently, the transaction was returned by Ms. ******* financial institution as Nonsufficient Funds. Our client warrantied the transaction and placed it with our office to collect.
  CPRS mailed its first collection notice to **************** upon placement that included her right to dispute the debt and request validation in writing. **************** called our office on February 7, 2023, and stated she was aware she authorized the payment twice. She stated it was unfair she was sent to collection,and she would contact the client.
  **************** contacted our office again on February 9, 2023, requesting to make payment using her credit card. Our company does not accept credit card payments for collection accounts or returned check transactions based on credit card rules. We received a web payment of $1,800.00 on March 4, 2023, and the account is now considered closed.
  **************** was advised at the beginning of both calls that our calls are recorded. During the first call **************** assumed a collection agency is a credit bureau and our representative explained CPRS is a collection agency, not a credit bureau. Our representatives did not state this account will affect her credit and did not tell her she needed to pay. They answered her questions and provided her payment options. CPRS does not furnish information to credit bureaus and is not involved in fraud scams. We must decline Ms.******* request for refund. Payments received are remitted to clients. **************** may place a stop payment through her financial institution if she wishes. We will not be contacting **************** regarding this account; however, she may contact us if she has any other questions. Our client may be contacted at:
  Metavante ********************************************************** or ***************************************************
  Thank you,   

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19541413
  
  I am rejecting this response because:

  I was told by someone from your business that it would affect my credit after 30 days. Also, if you properly listened to the recordings, I stated in there what happened that I did a bill pay for $1800.00 and after waiting several days, it did not look like the bill pay was in process as the $1800.00 was still sitting in my account and it did NOT show pending, it looked like it didnt process so I tried it again. That is NOT my fault that ********* doesnt pull the funds out before submitting and they should have CONTACTED ME when they saw the SAME request to the SAME company for the SAME dollar amount. If I was to not pay that, then what? There was no record showing on Summits end of that amount coming out of my account or record of me making it twice. So other than MY credit card company showing 2 payments, how am I to know that this happened??? I didnt until I received the letter from your company. I have NEVER been sent to collections and I dont appreciate how this whole situation has been handled which was very poorly. Also, I requested a receipt from your company in which I was sent a no reply email with symbols in it and NO RECEIPT(see attached). I want a receipt or the money sent back. If not, Ill be placing a fraud claim with my bank. How am I to know that ANY of this is legit? Other than receiving 1 letter in the mail and NO PHONE calls?

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/07/2023

  We regret **************** had difficulty with this transaction. After reviewing the recorded calls again, we confirm again that Ms. ******* questions regarding credit reporting were addressed on the first call received on February 7, 2023. After explaining that our company is a collection agency and not a credit agency, our representative clarified that we do not credit report.**************** acknowledged by stating OK.
  The facts regarding this account placed with our company remain; this was an authorized transaction, and Ms. ******* creditor received payment.Based on **************** explanation, we do understand this was not her intent because she was under the impression the first transaction did not process, and she was unaware that the service provided by our client included warrantying the payment to her creditor. **************** asked for our website to make payment and then proceeded to make payment. We will send her a confirmation of that payment as requested.
  **************** originally contacted our office from the first notice we mailed which included her right to dispute the debt in writing. She may still dispute the debt in writing, and she may dispute the online payment she made with her bank if she chooses. We will respond accordingly to any disputes received. We are here to assist **************** in revolving this account, whether that includes providing a method to pay or managing a dispute. 
  If **************** has questions regarding the Terms and Conditions for the bill pay service to which she agreed when she authorized this transaction,she may contact our client at the address provided previously or by calling **************.We hope this has answered all her concerns.
  Thank you, 

• Initial Complaint

  Date:03/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an account with ******************** where I had incurred account expenses resulting in a negative balance. This debt was then pass to collection agency Complete Payment Recovery Services and a balance was negotiated to pay off the debt for $650, A cashier check was submitted for this amount. This is the control # ********* provided by the agency. Check was mailed to: *************** PO Box ***** *****, ** *****. The cashiers check was purchased at Truwest - from **************************However, ******* has informed ** that they never received their payment from Complete Payment Recovery Services and they have taken this money from my account. This means that I have paid double for this and numerous calls to Complete Payment Recovery has not provided a response.

  Business Response

  Date: 03/06/2023

  Your Case #:  19529367
  Our Account: ********* *******************************
   Our Client: ******************** Accounting ending in ****.
  
  Complete Payment Recovery ******** **** (CPRS) is a licensed third-party agency that collects debts owned by other companies. The referenced debt is owned by our client, ********************. Our client is a financial institution, and the account is a remaining balance due for a closed demand deposit account in the amount of $1,005.53.
  
  On November 5, 2018, the referenced account was placed with our office. A validation notice was mailed to ****************** on November 6, 2018. Through several telephone calls ****************** offered a settlement and our client agreed to $650.00 which was eventually received on February 8, 2019. The account was closed in our office and payment remitted to the client at the time.
  
  Four years later, on February 8, 2023, we received a money order for $200.00 and on February 27, 2023, we received a money order for $355.53. These payments were unsolicited. We had no communication from ***************** or from our client.
  
  On March 1, 2023, a person who identified as *************************** contacted our office requesting information about the account. Our representative was unable to discuss the account with a third party without the consumers permission based on federal law. On March 3, 2023, a person who identified as being from ******************** contacted our office to confirm if the account had been settled before because they recently sent payments. Our representative was not able to confirm the caller was from our client and suggested she have the consumer provide permission before she could disclose any information. Our clients typically contact our client services department to confirm account status. Our office has not spoken with ****************** since she paid on the account in 2019 and did not inform her that the item would be credit reported. Our company does not report to credit bureaus.
  
  Based on the call recordings and the complaint, we are contacting our client to confirm the amount that should be returned since there received from the client. If ****************** has any questions, she is welcome to contact our office directly.
  
  Thank you.

  Customer Answer

  Date: 03/16/2023

   
  

  Case number is 19529367.

  I have attached documents supporting this case.

  1. Letter from company

  2. Receipt

  3. Check

  This company never provided funds to the bank as stated.  ******** took the money from my account.  I paid this debt twice.
  
  

  Business Response

  Date: 03/23/2023

  Your Case #:  19529367
  Our Account: ********* *******************************
   Our Client: ******************** Accounting ending in ****.
  
  We regret that ****************** may have been inconvenienced in this matter. To provide more detail regarding the account history previously provided, ****************** requested that we settle for 50% of the debt on November 19, 2018. Our client countered a settlement for $650.00 on December 31,2018.  We received the settlement amount of $650.00 from ****************** on February 8, 2019.  We remitted our clients portion of the payment to ******************** on February 18, 2019.
  
  Nearly Four years later, on February 8, 2023, we received a money order for $200.00 and then on February 27, 2023, and a money order for $355.53. These payments were unsolicited, with absolutely no communication from ****************** or from our client regarding the purpose of the payments.  We mailed ****************** the overage of $200.00 and remitted the difference of the balance, $355.53 to our client, ********************. Originally, we mailed the $200.00 refund to ****************** at the address we had on file, which was her old address, therefore we stopped payment on that refund check and reissued a new check on March 22, 2023. Again no one contacted our office regarding these payments, so we were unaware as to why the money orders were sent to our office. We must decline Ms. ******** request to refunds payments already remitted to our client.  If ***************** is due a refund for these payments our client has, she must contact Truwest.  If Truwest has any questions for us, they may contact our office and speak to someone in Client Services.  We have left messages for the client regarding Ms. ******** concerns.
  
  2/08/19 Payment (Part) with Check                 $650.00 Clients portion paid to client on 2/19/2019.
  2/08/23 Payment (Part) with Money Order    $200.00 Refund mailed again to ****************** 3/22/2023.
  2/27/23 Payment (Part) with Money Order    $355.53 Clients portion paid to client on 2/28/2023.
  
  Our contact with ******************** is ************************* at ************.   We hope this information has answered Ms. ******** concerns.
  
  Thank you.

  Customer Answer

  Date: 04/03/2023

   
  I received a phone call from *** at the collection agency whom I sent the check payment to.  He acknowledged that it was received.  But then stated that the money was sent to TruWest the business that had the debt.  I asked for proof that this was done and of course he would not provide it to me.  I realize this was a scam and I ended up having to pay this to money to TruWest.  So I paid the debt twice and *** gets to keep the money in his pocket.  Is there any recommendation that you can provide on next steps to stop this illegal behavior.  As I look on the internet and your website I see that this company is a known scammer.  It is unfortunate that they are allowed to continue scamming people.

  Business Response

  Date: 04/05/2023

  We appreciate the BBB contacting us to assist *******************  To resolve Ms. ******** issue in the most expedient manner, we contacted her to see if she would provide the name and telephone number of the person with whom she spoke from our client, however ****************** declined to provide that information. 
  
  We spoke to our contact at our clients office, the same contact we provided to ****************** in our previous response. We confirmed our client is refunding the payments that they collected and sent to us in error, and we in return remitted back to them.  All payments received from ****************** and from our client were remitted to our client as stated in our last response, except for the $200.00 overage which was refunded a second time directly to ****************** last week after receiving her updated address.
  
  Regarding Ms. ******** allegations of fraud, our company did not keep Ms. ******** payments. We remitted her payments to our client timely based on our agreement with our client, on the dates provided in the last response. Our company only collects debts placed with our office by our clients and always remits payment to our clients timely.Our company is in good standing and been for many years.  She may contact our client regarding refunds they are issuing, and she may contact our office if she has any questions about the $200.00 refund, we mailed to her.
  
  Thank you.