ComplaintsforAtlantic Recovery Solutions, LLC

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I set a payment plan to be taking out monthly started in April was going fine this month varies bills etc car insurance double and I was out of work last week due to being ill with my kids iam a temp so I have no sick leave etc. the lady the set up my payment arrangements was very nice the entire time. I misplace my card back in July so I missed the payment she called the next day and updated everything we was good to go very nice to me. I called to say 9/24/24 after called multiple disconnected numbers due to the lady I was working with vm kept answering and phone calls was being called back I needed to postpone my payment for this month. I called for the fifth time a guy answered said he was her supervisor very rude demeanor so I explained what I needed to do he said the most could be moved is like 1 day. I’m like well that’s not what the email she sent said and even when we spoke she said if u need a payment moved call 24 hours prior my payment wasn’t due to come up u til 9/27 oven been calling since 9/20. So I asked him what the options he said to close it I said cool then the call disconnected. I called back to see if I would receive an email then the lady I was working with answered nice at first but then after I said what I needed she was yeah he is right u have to make a payment every 30 days so I’ll tell the company you refused to pay and that’s that and hung up on me. I called back and she answered I was trying to talk and she kept cutting me off. I literally wanted my move my payment to next week cause my Che k was short and I had to pay my car insurance and go to the grocery store for my family that’s all. She said she couldn’t email me anything if it closed like what why not u could email me when I said yea to the payment plan I only have $900 left to pay and I was trilled but now it all went down the drain they are very rude. And it’s more but really too much to keep thinking about

  

  Business response

  09/24/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and conducted a thorough investigation into the allegations within. A review of the recordings shows the consumer requested to skip a month. Unfortunately, due to past delinquencies, if payments are missed, the balance reverts to being due in full. As the manager informed the consumer, we would be able to move the payment but only until the end of the month (9/30). While ARS' letter's do state that we would need a call "24 hours prior to the day that the payment is scheduled to run", it is mainly to avoid bad payments and non-sufficient funds charges for both parties.  As to being treated rudely, unfortunately it is just a matter of the consumer not being told what she wanted to hear, which was skipping the payment for the month of September. If the consumer would like to reestablish her payment plan, she can contact our compliance department directly at ###-###-####. However, in order to reestablish an arrangement, the consumer will be required to make both the September and October payments in the month of October. Again, the compliance department will be more than willing to reestablish her plan under that condition. 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday September 20, 2024 I called in to Atlantic Recovery Solutions around 12:15pm CST. I noticed my first payment of my Promise to pay arrangement was deducted in the amount of the agreed upon $200. I then decided to read the email sent to me from Atlantic Recovery Solutions that states “ In order to modify or cancel a payment that you have placed on file with our company, you must contact us 24 hours prior to the day that the payment is scheduled to run.” I wanted to modify/cancel an upcoming payment scheduled in October. I was told that I couldn’t do that and that it was impossible. My hours changed at work and I just wanted to change the frequency of which it was paid. “Jay” the belligerent representative told me that I couldn’t change anything except for payment types, ie cards or banking info. Being a debt collector myself, I understand that I CAN in fact change, alter, or cancel payments as that’s my right to accept whatever repercussions come after, if any. I’m not a very rude person but I understand when my rights have been evoked upon. He also said that he was a supervisor and that any time I call in, my calls would go straight to him and I wasn’t allowed to speak to anyone else. So my problem would never be fixed. I just wanted to change the dates. I gave him other cards to use on file and he told me they were invalid even though I just used them prior to my phone call. I did call back twice and I said he was being rude and an ahole. I also told him to cancel everything and I wasn’t paying anything else, out of frustration to the situation. I don’t want my money going through people like this. I understand it’s collections but I’ve never been lied to about my payment arrangement like this. I want to repay my debt, I just wanted to alter it and the email from their company said I could. I called two weeks prior to the next payment.

  

  Business response

  09/23/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and conducted a thorough investigation into the allegation within. A review of the call recordings shows that this complaint contains a high level of hyperbole. The agent was willing to reestablish arrangements and additional payment methods were provided, however these card numbers were call declined and proved to be just one digit sequentially from the original card provided. ARS vehemently disputes these allegations and has placed the consumer's account in a cease-and-desist status. ARS is returning the account to our client and the consumer will receive no further contact from our office.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Atlantic Recovery Solutions Is violating the Fair Debt Collections practices Act with their abusive debt collections practices to the Consumer Credit Protection Act. Also in Violation of the Truth in Lending Act not providing verified proof of authority any detailed statements that they lend anything to anyone. They are in fact a "broker" engaged in business of effecting transactions in securities for the account of others under the Commodity Exchange Act which are not in compliance with the regulations of the Securities Exchange Commission and are creating "contracts" designed to defraud and mislead. and are prohibited from false self-representation.

  

  Business response

  09/19/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and investigated the allegations within. First and foremost, ARS is a licensed third-party collection agency. ARS is not a lender, broker, purchaser, etc. of credit, loans or any other type of financial transactions. ARS has been retained by our client, *** **********, LLC to collect on their behalf. ARS contacted the consumer who claimed that the account was not paid due to never receiving a bill from the original issuer, he stated he would have a "representative" contact us. ARS then received a call from an individual that identified herself as the consumer's spouse, and once the required disclosures were provided began hollering about all the violations of 15 1692 (Fair Debt Collection Practices Act) ARS has been committing.

  A review of both calls shows no violations have occurred on these calls. Also contrary to the statement made in this complaint was there any mention of a dispute or a paid prior situation. ARS has made our client aware of the situation and has closed and returned the account to them. The consumer will receive no further contact from ARS. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My family and I have been receiving harassing and threatening phone calls from a Ryan B****** ###-###-####, with the company Atlantic Recovery Solutions. He refused to speak with me only to yell, threaten and hang up on me. He tried to instill fear in me and refused to give me any information that would help us come to an amicable agreement. I am reporting him and retaining a lawyer since he wants to call family members and harass.

  

  Business response

  09/13/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and investigated the allegations within. First and foremost, The Fair Debt Collection Practices Act (FDCPA) provides for a collection agency to contact third parties in order to gain location information on the consumer. One call was placed to the consumer's son who stated he would inform the consumer we called and asked for no more calls to his number. At this point the number was removed from the account and no further calls were made. Contrary to the claim the consumer called the agent then immediately began asking why he was harassing her family. The agent tried to explain that there was no harassment and that it was a nice conversation with her son. The consumer continued to claim that ARS was not legitimate and was harassing her son and the agent stated he was closing the account and returning it to our client. 

  ARS has closed the account in our office and returned it to our client. No violation was committed in contacting the third party for location information as this is permitted by the FDCPA. The consumer will receive no further communication from ARS.

  Customer response

  09/17/2024

  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.I want a written apology to both my son and I for the trouble they caused.  Regards, ******* *****  

• Initial Complaint

  09/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Im paying off a debt with this company, I called in and we agreed to 2 payments one I've made and the other on the 6th of September. But the second payment was made without my authorization and when I called the first time, they played as they had no idea what was going on and the second time I called they said they would refund my money in 3 days. but I have yet to receive a refund and I have called several times with no progress made. Plus I explained to the person that they messed my account up putting it into the negative. I've already contacted my bank and made them aware of the problem.

  

  Business response

  09/13/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and investigated the allegations within. The consumer had originally requested the payment for 9/6 and the agent erroneously entered it for 8/30/24. ARS apologizes for the error and has processed a refund for that payment of $169.85. ARS will also close the account as paid, forgiving the remaining balance.

  Customer response

  09/13/2024

  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

  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.

*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. ↩