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.

  347 Riverside Ave Jacksonville, FL 32202-4909

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:02/27/2023

  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.

  CPRS contacted me on 01/19/2023. I discovered it was CPRS on 02/25/2023 when I was contacted again. On 01/19/2023, the person on the phone did not identify themselves as working with CPRS and immediately started asking me to verify my information. Due to the nature of the account theyve been calling about (I was scammed), I stated I didnt want to share information over the phone. Per FDCPA regulations, I should have received a validation notice within five days and I did not. They called again today, 02/25/2023, and this time they did identify themselves and CPRS. I once again stated that I wasnt sharing information over the phone and if they wanted to discuss the matter, I need a written notice of the account. The woman on the phone stated she would not be able to discuss it further and hung up on me as I was still trying to speak to her. I called CPRS back approximately 30 minutes later and stated that while I would not share information over the phone I would for them to send out a written validation notice and per FDCPA regulations, it should have already been sent out.Due to the nature in which the account was originally created, I do not feel comfortable discussing information over the phone. I am requesting that CPRS send a written validation notice.

  Business Response

  Date: 02/27/2023

  Your Case #:  19496735
  Our Account: ********* ***************************   
  Our ******************* account ending in 1450.
  
  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 $2,442.91.
  
  On January 16, 2023, the referenced account was placed with our office. A validation notice was mailed to **************** on January 16, 2023,to the address provided by our client at ********************************************************.
  

  On January 19, 2023, at 7:21 pm Eastern time we contacted ****************. After verifying her name, our representative stated the name of our company and asked to verify her address. She stated she did not want to do that, goodbye, and ended the call. On February 25, 2023, at 9:11 am we contacted ****************. The representative stated our company name and asked to verify information to establish she was the right person. Ms.  ****** refused to verify therefore, our representative was not able to disclose any information. At 9:44 am **************** called our office and requested a validation notice. Again, she refused to verify her address or any other information, therefore our representative was unable to speak with her about the account and was not able to resend another validation notice. Our representatives are required to verify consumers information,including the address provided by our clients, before acknowledging a collection account to avoid third party disclosure. Based on our call recordings,our representatives stated our company name. They did not appear to terminate calls while she was speaking. We regret any inconvenience **************** may have experienced when she called.
  
  Based in the additional information provided in another complaint she filed, we updated her apartment number and resent the validation notice. We are here to assist **************** in resolving this account or answer any other questions she may have.
  
  Thank you, 

  Customer Answer

  Date: 02/27/2023

   
  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:01/19/2023

  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.

  Harassing threatening phone calls not responding to requests to stop and refusal to let me speak to a supervisor to file an internal complaint

  Business Response

  Date: 01/26/2023

  Your File: ********
  Our Account: ********* Michael H*****
  
  
  Complete Payment Recovery Services, Inc. (CPRS) reviewed the complaint filed by Mr. H***** and would like to provide a response. We appreciate the BBB’s effort in assisting Mr. H*****.

  To provide some background, we are a licensed third-party agency that collects debts owned by other companies. Our client is a financial institution, and this debt for a closed direct deposit account.

  Mr. H*****'s account was placed in our office on July 14, 2022. We spoke to Mr. H***** on three occasions.

  On August 8, 2022, we contacted Mr. H***** at his residence, and he terminated the call before our representative could verify or inform him of the purpose of the call.

  On August 17, 2022, we contacted Mr. H***** at his residence and stated he disputed fees and terminated the call. Our representative was not certain if Mr. H***** was refusing to pay the account entirely or needed more information.

  On January 18, 2023, our office called his residence, and the call was inaudible.

  All calls were recorded and reviewed for this complaint. No threats were made by our representatives and Mr. H***** did not request to speak to a supervisor in either of the audible calls.  Based on his complaint and his calls, we have marked his account as disputed and suspended all collection activity. We regret if there was any miscommunication, and we will not contact Mr. H***** regarding this account again.

  Thank you,
  

  
  

• Initial Complaint

  Date:11/30/2022

  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.

  On or about Jan 30,2021 we hired empire today to do our rugs and floors. The salesman called in the payment on one of those hand held things. The Wi-Fi wasnt working right so the payment got messed up. I thought everything was ok till we got a collection notice from i c s systems requesting payment. I paid first check **** than a check for ******* I was informed to pay it to complete recovery payment service **** Now I need my money back so I can pay the right company. Ive called complete recovery about 15 times today. Its automated than they switch you and the number is busy all day long. I called the woman from the correct agency and she said complete recovery never handled empire today. Please I am a senior who had a multiple brain stem strokes. I need my money Please feel free to contact me at ************ or ************ *****************************

  Business Response

  Date: 12/01/2022

  Your File: 18472412
  Our Account: ********* *************************
  Our Client: Certegy Payment Solutions, LLC
  Original Creditor (Retailer): Empire Home Services
  
  Complete Payment Recovery Services, Inc. (CPRS) reviewed the complaint filed by ************** and would like to refresh her with history of the account.
  To provide some background, we are a licensed third-party agency that collects debts owned by other companies. Retailers use our client,Certegy Payment Solutions LLC (Certegy), for check authorization and warranty services. When a check transaction, approved by our client, is dishonored by the check makers financial institution, the retailer is paid for the returned item as part of Certegys warranty service. ******* then owns the returned item and places it with CPRS to collect.
  Empire Home Services used Certegy for this check authorization and warranty service. Based on our records, this account is for a check transaction authorized by ************** on January 10, 2022, for $2,197.45. Subsequently,the transaction was rejected by his financial institution as Unable to Locate.As part of its warranty service, Certegy paid Empire Home Services for the transaction and became the owner of the account. Certegy placed the account with CPRS to collect on January 14, 2022. After CPRS spoke to ************** multiple times in February and March 2022, she paid the account in full in two payments:$1000.00 was received February 23, 2022, and $1197.45 was received March 31,2022. We remitted payment in full to our client Certegy, at the time. As of today, we reconfirmed with our client that payments were credited on these dates and the account is paid in full. Our telephone numbers are ************** or ************** and hours of operation are Monday through Friday 8am to 5pm and Saturday 9am to 1pm Eastern. We regret any inconvenience ************** may have experienced in contacting our office.
  We must decline ************** request to refund payments made to our client. Our company does furnish information to credit bureaus. If ************* has any other questions regarding this account owned by our client, she may contact Certegy at ************** or www.askcertegy.com .  
  Thank you, 

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18472412
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  i am responsible to pay empire today 2780.00

  Business Response

  Date: 12/12/2022

  We must decline *************** request to refund the payment collected on behalf of Certegy Payment Solutions, LLC (Certegy). As previously explained, the dishonored check ************** issued was paid to Empire by our client through its check warranty service. We remitted funds to our client at the time *************** paid it and we provided a copy of the returned item to *************** at the time. *************** may contact the creditor, Certegy at the telephone number we provided, or she may provide proof of payment to the original creditor Empire to confirm the warrantied item was paid to Certegy. We provided the contact information for *************** to contact Certegy if she has any other questions or requests. 

  Thank you, 

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18472412
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/21/2022

  Type:Sales and Advertising 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 receiving letters from this company, Complete Recovery Services, Inc, for bills that are not mine. They offer a business name and a check number. I have no checks with the number they provide nor do I have accounts with the creditors provided.

  Business Response

  Date: 07/15/2022

  Business Response /* (1000, 9, 2022/07/06) */ Your Case#: ******** ******** ***** Our Accounts: XXXXXXXXX, XXXXXXXXX, XXXXXXXXX, XXXXXXXXX, XXXXXXXXX, XXXXXXXXX, XXXXXXXXX Our Clients: ***** *** and ********* Complete Payment Recovery Service, Inc. (CPRS) is a licensed third-party agency that collects debts owned by other companies. The accounts are for returned checks accepted by the referenced clients in February, March, and May of 2022 from three different banks, and all from the name ******** ***** at the address provided in the complaint, **** *********** ** **** ******* ** XXXXX. We mailed collection notices for each account which provided an explanation of how to dispute, however Ms. ***** did not contact our office. We have closed all accounts and documented her dispute. If Ms. ***** was a victim of identity theft, she may find the following website helpful in recovering: Federal Trade Commission https://www.identitytheft.gov/ If Ms. ***** has any other questions, she is welcome to contact our office and we will be happy to assist. Thank you, Consumer Response /* (3000, 11, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business did finally provide me with the check copies. They had my previous address in AR but the name was misspelled, the signature was not mine, I was living in FL when the checks were written, They were written on a bank, *************, I have never done business with in a location over 200 miles away from the address on the check, the SSN on the check was not mine, the Birthday on check was not mine, the telephone number was not mine. Plus the checks were for ***'s Beauty Shop and I am a realtor. I want an apology and my name cleared of any wrong doing. They added my ******* address to the account because my mail was being forwarded from ********. Business Response /* (4000, 13, 2022/07/07) */ We regret any frustration Ms. ***** may have experienced in this matter and we hope that no consumer is a victim of identity theft or fraud. Unfortunately, it happens. As stated, CPRS is a licensed third-party agency that collects debts owned by other companies. The returned checks that make these accounts did not originate with our company, therefore we did not contribute to any alleged wrongdoing. Furthermore, CPRS assists to resolving these matters by providing notices with written instructions for how to dispute accounts and request validation. For Ms. *****, we provided additional information to assist in recovering and or preventing additional fraud without asking Ms. ***** to provide any proof or declaration of facts of fraud. All information we received about these accounts, including financial institutions, addresses, names, etc. was provided by our clients and was taken from the checks they accepted. CPRS does furnish information to consumer reporting agencies, however our clients may report returned checks to Certegy Payment Solutions LLC (Certegy). Ms. ***** may contact Certegy for a copy of her consumer file at: https://www.askcertegy.com . Thank you, Consumer Response /* (2000, 16, 2022/07/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)