ComplaintsforAtlantic Recovery Solutions, LLC

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Harassing calls to not just myself but my family as well after a payment plan was arranged. The representatives cuss and yell at you when you call them to discuss anything. They are now taking unauthorized payments out of my account without permission! When I called to tell them I would now send checks and my debit card was cancelled, I was told to keep my money not to send them anything. This company is unprofessional and absolutely disgusting to their clients.

  

  Business response

  08/12/2024

  Atlantic Recovery Solutions (ARS) has reviewed the account and found that the agent that took the arrangement entered it wrong into our system. ARS will be issuing a refund on the payment.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called to discuss my payment that failed and was told I was “playing games” and was threatened by the representative.

  

  Business response

  08/05/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and performed an investigation into those allegations. Our recordings show that while that statement was made it was in response to the consumer becoming verbally abusive. ARS closed the account and will return it to our client. She will receive no further contact from ARS.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Atlantic Recovery Solutions reached out to me and I returned their calls as agreed and reached an agreed upon settlement to my debt in the amount of 2 payments totalling 1,000.00 each that were to draft 5/31/24 and 6/14/24. I requested an email regarding the discussed agreement which never arrived however they confirm it was "sent". I never heard further regarding the matter until 7/22/24. They are now demanding an additional 412.67 and questioning why my payment did not go through prior to explaining the situation. Eventually stating that an "error" was made on their end and have attempted to draft the additional 3rd payment without my knowledge or consent and have began to rudely harass me as of 7/22/24 regarding this amount due. When discussing with the employee who made the agreement she was able to confirm that she recalls our conversation and agreement and had sent the confirmation email to me regarding the total of 2000.00 to be paid, although it was never received on my end, and she further confirmed that phone calls are indeed recorded. They have been incredibly rude and hostile and seem to disregard that I was the one who called them to promptly rectify any debts and made the agreed upon payments in a timely manner. This was not my error.

  

  Business response

  07/24/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and investigated the allegations within. Per the recordings and notes, it appears that ARS received approval from our client to settle the account for 60% of the balance equating to $2.412.67. The agent had entered these terms into the system. Then, per the call recordings, the consumer offered the $2000 to which the agent accepted but never changed the arrangement in our system. ARS is closing the account as a settlement for the $2000 and will be providing a paid letter to the consumer. ARS apologizes for any confusion in the matter.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an account opened with ARS that was on a payment plan. I understand that they have a caller ID and I know this because when I return their calls they automatically refer to me by my first name but never truly verify that it’s me or identify themselves or the company . They are extremely unprofessional and will speak to you like you are an inconvenience to their day. My last payment with their office declined. I unfortunately was not able to answer their initial phone call. When I tried calling back, it took about 10 calls for me to be able to pay my payment. I was continuously told contradicting information and was hung up on multi times, it got to the point where they were no longer even answering my call thanks to their caller ID. The only thing I was trying to do was pay off my remaining balance. When I finally had someone on the phone, she grew angry at me because the card kept saying “not verified” she hung on me. I called back and was told ******** payments needed to be run through a different program. So, essentially the previously representative was at fault and hung up on me for no reason. The representative wrote my card information down , I hope discarded it- and took my payment. I logged in to print out a transaction history and noticed that the account balance still showed a full balance due and none of the previous payments including my last one was reflecting. I immediately called ARS and once again was greeted by a rude representative. He said “What do you need” as if he already knew who I was before even asking for my name or identifying himself or the company. He didn’t even let me finish asking my question before he interrupted and said “We don’t report to credit beureus”. I’m surprised no one has sued for their lack off confidentiality and obeying laws in place to protect us consumers. I have attached screenshots of my call logs and my online portal for reference. All I ask is that my account be reflective of the true $0 balance and proof

  

  Business response

  07/30/2024

  Atlantic Recovery Solutions (ARS) has reviewed this issue and was under the impression that this was closed. On the evening this complaint was filed the consumer emailed ARS questioning the information she was viewing on the website. ARS provided her the information showing that she was accessing the wrong account number. As a third-party collection agency, our clients place accounts with our office multiple times. In the case of this account, this was the third time the account was placed with ARS. When the consumer was attempting to access the account, she was using the previous account number. ARS provided the current account number in order for her to access the account and see that it shows as paid. The consumer responded asking if ARS could update the prior account placements, to which we informed her we are unable to do that. The account must reflect the exact balance at the time it was closed in our office and returned to our client. She was also informed that a paid letter would be sent 30 days from the date of the last payment. ARS has a policy of waiting 30 days from the date of the final payment to ensure the funds clear and reversals do not happen once the consumer receives the paid letter. The consumer then spoke with one of our representatives on July 23 who confirmed that the account reflects the paid status and also ensured that the consumer would receive a receipt for her final payment. This receipt was emailed to the consumer shortly after. Again, ARS believes the issue to be resolved due to the actions taken after the complaint was filed. 

  Customer response

  07/31/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Though the business addressed one of the issues mentioned in the complaint, they failed to address their costumer service. I provided proof of the amount of times I had to call to reach their office because they were screening my calls. They can also listen to their call recordings a hear the tone and manner in which I was spoken to multiple time- as well as listen to the amount of times I was hung up on.  Regards, ******** ****** 

  

  Business response

  07/31/2024

  Regarding these allegations, ARS has reviewed the call logs and recordings. First and foremost, the consumer's claims that she called ARS 10 times is false. Per our call logs, and even the snapshots provided show she called half that amount. ARS left a message for the consumer to which she continued to call back in. The first three times the consumer called our office the agent attempted to transfer her to the assigned agent. ARS apologizes if she received his voice mail, but he was out of the office and simply unavailable. There was no "contradicting" information, she was just being transferred to the individual that held her account. On the fourth call she did have an agent try to help her however, when the card declined the agent repeatedly tried to inform the consumer that she would need to contact her bank to find out the reason. Contrary to the claims, the recordings show the consumer becoming aggressive, assumably because she was not receiving the response she wanted, to which the agent did say again that she would need to contact her bank and ended the call. Finally, the consumer reached a member of management who did try to explain that since she was attempting to pay on a ******** card, that is done through an entirely different system that the prior agent did not have access too. Regarding the "lack of confidentiality obeying laws in place to protect consumers", the Fair Debt Collection Practices Act (FDCPA) and the Gramm Leach Bliley Act (GLBA) require that when an agency makes an outbound call to the consumer, we must confirm the consumer's identity and contact information. The consumer kept calling in from her confirmed number and had previously (December 5, 2024) confirmed her identity and contact information with the agent. At no point in these calls was there a violation of these laws regarding her confidentiality. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has called multiple family members asking to verify my information. When I finally called them to verify what it was for I was asked to verify important information such SSC number and home address and date of birth. I then told the caller that due to the calls placed to my family i will not deny or confirm any information until I know the business of the calls in question. The agent then rudely stated ya I have been calling them because that’s what do! Then shortly after he stated he works for Atlanta recovery solutions to then which I proceeded to end the call. L

  

  Business response

  07/16/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and investigated the allegations within. A review shows that no violations were committed on these calls. The Fair Debt Collection Practices Act (FDCPA) allows a collection agency to contact third parties for location information on the individual we are attempting to contact. Upon direct contact with the consumer, the FDCPA as well the Gramm, Leach, Bliley Act (GLBA) dictate that we confirm the identity of the individual via personally identifying information (PII) before we disclose the reason for the call. The actions of the agent at ARS are within the requirements of these laws. ARS has closed the account within our office and returned it to our client as we cannot pursue further if the consumer does not verify their identity.

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  File # ******* I have sent the agency an email and text stating they are not to call anyone but me at **********. These is the only number for me. They are harassing my family member and they were told they are no allowed to call any other number but the one I provides them. I want them to stop calling my relatives and sending them text messages. They are sending messages to ###-###-#### and ********* which are not my numbers

  

  Business response

  07/15/2024

  Atlantic Recovery Solutions (ARS) has reviewed and investigated the allegations within this complaint. While ARS did have this account placed in our office, it was returned to our client on June 25, 2024. If the numbers outlined within the complaint are continuing to receive calls, they are not being generated by ARS. The account has not been in our office in 3 weeks. 

  Customer response

  07/17/2024

  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. 
  
  Regards,
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was contacted by this debt collector on July 10, 2024 at 2:11 PM. I did not answer the unknown number and received a voicemail. While checking the voicemail at 2:12 PM I received a call from my parent at 2:12 PM stating that Atlantic Recovery had contacted her and told her to contact me. I promptly returned the call at 2:13 PM and was met with the most hostile person I've ever spoken to. She asked me how I wanted to settle the debt and I asked her if this was their first attempt to contact me. Suggesting that maybe I had missed some communication attempts. She said "yes, this is our first time contacting you, we were forwarded your case from a company". I said, "why are you all contacting my family members before attempting to reach me and how did you get my parent's number since their number is not listed on any of my paperwork?" She replied, "we received 5 numbers when we got the case from the company and we called all of them." I said, it's illegal to contact my family members without having attempted to reach me first. (There is absolutely no way that this company was able to contact me then my parent within 1 minute and claim to have attempted to get in contact with me first. ) The representative immediately became combative and unprofessional, stating things like "oh, I'm matching your energy, you must not want to pay your debt, you're asking questions because you don't want to pay" then the representative hung up on me immediately after telling me I didn't want to pay. I found this to be exceptionally horrible customer service and I still don't even know what options were available if any, and didn't get to say anything about the actual debt. The practices of this company are ILLEGAL and should be thoroughly investigated. The representative I spoke with, should be immediately terminated. I can't think of one job in America that allows the rep (who contacted you) to hang up on customers. I am appalled.

  

  Business response

  07/23/2024

  Atlantic Recovery Solutions (ARS) has reviewed the allegations and performed a thorough investigation into them. ARS received the account in our office on June 28. 2024 and began attempts to contact the consumer. Contrary to the statement within the complaint ARS, as a third-party collection agency, is permitted by the Fair Debt Collections Practice Act (FDCPA) to contact third parties for location information on the consumer prior to making contact. In fact, an agency cannot contact the third-party after we have contacted the consumer because we have already confirmed contact and have no reason to call the third party. A review of the calls show that the consumer continued to try and state that those calls were illegal and when the agent tried to steer the conversation back to the debt the consumer just continued about the other calls. ARS committed no violation in these attempts and would have been in violation if done after contact. Be that as it may, ARS has placed a cease and desist on the account and will make no further attempt to contact the consumer.

  Customer response

  07/24/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. In their statement they stated that they received my account on June 28th and proceeded to attempt to contact me at that time. That is absolutely false. When I was on the call, before bringing up the third-party contact, I first asked the Rep, "Is this your first time trying to contact me?"and I received an affirmative "Yes." It was only at that time, that I advised them that they are violating my rights by not attempting to contact me first. Their first time attempting to contact me was on 7/10/2024, as stated in my original complaint. I would like to see any evidence ARS can provide that they contacted me on 6/28/24 or any day before 7/10/2024. Furthermore, the Fair Debt Collection Practices Act (FDCPA) only permits debt collectors to contact third parties for LOCATION INFORMATION. ARS already had my location information and opted not to use it, which is noted by the fact they contacted me 120 seconds after hanging up with my parent. Which means that they have violated the FDCPA. In their reply, they state that they would have had no reason to contact the third-party if they had my information is my EXACT point. ARS did not receive any location information about me from contacting my parent - They ALREADY HAD the information.  In fact, I was told by the rep on the call "We received your account and had a lot of numbers so we just started calling." Which is a violation of my rights. I did not discuss the debt with ARS because they have not proven to be a reputable business by not ATTEMPTING to contact me before contacting a third party. I eagerly await the evidence to show they made calls to me before 7/10/2024. They are also granted my express permission to include a copy of the phone call recording to verify everything I have stated.  Regards, ******* ******

  

  Business response

  07/25/2024

  The point of contact on July 10th is not in question. As confirmed by the agent that was the first contact. However, that was not the first attempt. Again, there was no violation of the FDCPA. A collection agency is permitted to call third parties for location information until we have confirmed contact with the consumer. There is no knowledge that any other number is still a good number until the point we make contact on confirm with the consumer. The number may have been changed, the consumer may have moved, etc. Until that consumer answers, we don't know that it is the number for them. Again, there are no violations regarding this account and ARS has placed the account in cease and desist. The consumer will have no further contact from ARS.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Company keeps calling me weekly multiple times a day harassing me. Won't give me any information about why they are calling me and when asked for who they are and what they want they hang up on me. They have now started calling my parents trying to get information about me and then also hangs up on them. I want to be left alone before I press charges for harassment. Absolutely disgrace of a debt collection company.

  

  Business response

  07/03/2024

  Atlantic Recovery Solutions (ARS) has reviewed the allegations and performed a thorough investigation. First and foremost, the consumer is stating she has been receiving repeated contacts for several weeks. ARS received the account from our client on July 1 and the first and only attempt was made on July 2. This resulted in a message left with no direct contact with anyone. If the consumer has been receiving these repeated calls and hang ups they are not, nor could they have been from ARS. We have closed the account within our office and returned it to our client.

   

  Customer response

  07/03/2024

  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. 
  
  Regards,
  
  ******** *******
  
  
  
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Well my mother is a 76 year female so she had to get her septic tank fixed by ****** plus. She went through financing and when they quoted her they quoted her only for 9,450. She is paying that back through ********** ****** *****. They came back out and they saw something else but figured that it needed more work done and said we need more money but decided against it and said they would leave it with what my mother was already paying with ********** ****** *****. All of sudden we started getting a bill from ******* and we never even signed a new loan for an extra 10,910 and now they say we owe ******* and now all of sudden they sent my mom over to ARS and they have been calling and harassing her and threatening her about taking her to jail and sending a judgment on her and his name from ARS is Sean M****** and he is threatening me now and I told him now what you will not do is threaten me because I will call the police and get my attorney and they can't even give you correct information about nothing and I am starting back from the top. I received a phone call today from Sean stating that they are moving my mothers file from his desk and she might receive a judgment and I told him now look they will need to give me some more information and or here from my attorney.. So I am asking what should I do with these crazy people.

  

  Business response

  06/28/2024

  Atlantic Recovery Solutions (ARS) has reviewed the above complaint and performed a thorough investigation into the allegations within. First and foremost, ARS has no affiliation with *******. ******* sold this account as a delinquent debt to our client, who in turn placed the account with ARS for collection purposes. A review of the recordings shows that from the initial contact it was explained that while they may have not used the ******* financing, it was still paid to the servicer. The consumer needs to get with the servicer in order to initiate a refund to *******. This cannot be initiated by ARS, our client *** **********, or even *******, as the money was issued to the servicer and needs to be returned through the servicer. We have informed our client and placed the account on hold.

  Regarding the allegations of the threats, a review of the recordings shows that at no time was a threat of going to jail made. The agent makes it perfectly clear on the final call that ARS will do nothing but return the account to our client and when asked what they will do, explains that up to them, ARS has no involvement in that.

  As stated prior the account is on hold and no collection activity will take place.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/12/2024 Atlantic Recovery Solutions, LLC reached out regarding a debt unknown to me that they have with their business. I would prefer to deal directly with whoever the initial creditor is. A voice message was left stating “I was a person of interest and that their client would be force to take action to the full extend of the law”. Shortly after receiving this message I received calls from relatives stating that Dorian from ARS called them stated I was going to be sued if I did not get in touch with him immediately. This particular phone call was recorded. I called Dorian back and received no answer. Dorian called back at 5:19pm and without verifying my identity immediately began to discuss the debt held by the office. I informed Dorian that I was recording the call and would first like to request a validation of debt as I could not confirm or deny the debt. I also then asked that a cease and desist be made on all phone numbers associated with the account. Dorian began to tell me that I was just stalling by asking for a validation of debt (my right) and would not agree to send one. I then felt harassed on the phone as Dorian repeatedly asked for me to confirm the debt when I already stated multiple times that I could not without validation. He proceeded to ask if this is how I handle all my bills and became very aggressive. I asked to speak to his supervisor so that I could make them aware of his actions and play the recordings to them as harassment is not legal. Dorian stated a cease and decease would be attached to the file and ended the call. I will be looking into this further to determine if fair credit laws were violated. I ask that they preserve all recordings dealing with this account and verify that a cease and decease was placed on the account with the account being turned back over to the original creditor or closed with their office.

  

  Business response

  06/28/2024

  Atlantic Recovery Solutions (ARS) has reviewed this complaint and conducted a thorough investigation into them. ARS apologizes for any improper communications held with the consumer. We have requested the documentation the consumer has requested and will forward when we receive it. We have addressed the employee in question and the consumer will receive no further communication regarding the collection of this account. 

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