Complaints

This profile includes complaints for Atlantic Recovery Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atlantic Recovery Solutions, LLC

  33 Dodge Rd Ste 108 Getzville, NY 14068-1540

  
• 

  Atlantic Recovery Solutions, LLC

  PO Box 156 East Amherst, NY 14051-0156

  

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:01/20/2025

  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.

  ARS is in violation of FDCPA, on 1-15 i was emailed by ARS saying i owe them money for an account with ICR. i have never done business with either of these companies so i emailed them that same day asking for validation of the debt, i also submitted a messages on their contact page on their website again requesting validation and telling them they do not have permission to contact my family neither of these messages have been replied to (all documented). today on 1-20 i received a text telling me i owe them money and need to call them (first violation of FDCPA) 30 minutes later i receive a phone call from them (2nd violation) later i get told they called a family member (3rd violation). due to these violations i will have no choice but to report this company to my attorney general as well as the CFPB unless this companies closes this supposed account against me and stops contacting me and my family.

  

  Business Response

  Date: 01/21/2025

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and conducted an investigation into the allegations within. ARS did send the consumer the required initial dunning letter with the 1632g notice for validation of debt. ARS has reviewed all inbound emails and website inquiries from 1/15/25 on and have not received any of the alleged notices. Considering ARS received no request for validation, no FDCPA violations occurred afterward. The number of attempts made to the consumer was well below the prescribed amount by the Consumer Financial Protection Bureau (CFPB) in Regulation F. Also, as there has been no contact with the consumer to confirm we had the correct contact information, the FDCPA allows for an agency to contact third parties for location information. ARS is requesting this information from our client and will provide to the consumer once received. If ARS fails to receive the requested documentation within 30 days of today's date, then ARS will close and return the account to our client.

  Customer Answer

  Date: 01/21/2025

  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. Regards, ******* *******They are claiming no email was sent, i have attached a copy of the email showing it was sent on 1-15 as I stated 

  

  Business Response

  Date: 01/21/2025

  Again, as stated prior, ARS has never received the request that has been provided. As this complaint is the first time we have any knowledge of this request, we have petitioned our client for the requested documents, placed the account on hold until they are received, and when ARS does receive them, we will forward them to the consumer as required. 

• Initial Complaint

  Date:01/16/2025

  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.

  Got several calls from several different numbers from the same person who says they are from Atlantic Recovery trying to collect on a ******* Account. I asked several times for documentation of said debt whether it was a signed contract or what not. They said it was sent out but I never received it. I was called a liar by the rep I was dealing with over this issue. I called and made a complaint with a supervisor who turned out to be the same guy who then called himself Jay. The "other guy was Charlie "! Jay said to set up a payment arrangement and to give him my credit card info which I did not and stated I will not until I get the documents I requested. After that conversation with Jay I received an email that had payment schedule only. I will not make one single payment until I get documents and a letter with a legit company letterhead. The following are all the phone numbers I received from thus company! ###-###-#### ###-###-#### ###-###-#### ###-###-#### ###-###-#### The last 4 numbers are calls that have a pre-recorded message to call ###-###-#### The email I received for the payment arrangement is attached. I want to know why there are so many phone numbers. Also the ###-###-#### when calling and when goigling shows up as ******* *** **********. Is it Atlantic Recovery or ******* ***?

  Customer Answer

  Date: 01/17/2025

  The consumer contacted BBB and indicated that the matter has been resolved.

• Initial Complaint

  Date:01/14/2025

  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.

  This debt collector has been calling multiple family members who have nothing to do with my account and at phone numbers not associated with me. It’s harassment.

  

  Business Response

  Date: 01/15/2025

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and conducted an investigation into the allegations within. While ARS has been contacting third parties, the Fair Debt Collection Practices Act (FDCPA) provides for this in order for a collection agency to locate the consumer we are attempting to contact. The consumer contacted ARS on January 14, 2025, at which point she requested a cease and desist on all collection activities. ARS abided by this request and no further calls were or will be made. 

  Customer Answer

  Date: 01/15/2025

  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

  Date:12/27/2024

  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.

  In December 2024, I began to receive calls from ARS, as well as family members multiple times a day. I returned the call and spoke to a representative but could not understand a word he was saying due to his thick accent. So, I ended the call and set up an account on their website to review the issue at hand. Due to the number of calls and text messages I received, I issued a cease and desist via email on December 11, 2024. However, they violated FDCPA by calling and leaving a voicemail on 12/16/2024 and a text message on 12/17/2024. I followed up with an email, and they responded on 12/18 saying they received my cease and desist only on 12/17 and that “you will receive no further contact from ARS, so if you would like to take advantage of that settlement offer you can pay that through our web portal at www.atlanticrecoverysolutions.com”. I clicked the link and logged into the portal, but no payment options were available. I then called to resolve this issue and spoke to the rudest individual. I then asked to be transferred to another representative, who was even more unprofessional, unintelligent, and flat-out rude than the first rep. It is extremely frustrating dealing with ARS and the testosterone behind the phone calls. They, as an entity, are nothing but bullies behind a phone trying to force money out of those going through hardship. I really wanted to resolve this issue, so I called, but I feel my dissatisfaction with this company must be known. Moving forward, ARS can either close my account and return it to the client or solve this issue regarding a settlement.

  

  Business Response

  Date: 12/31/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and conducted a thorough investigation into the allegations within. First and foremost, the consumer was contacted on 12/10/2024 by one of our agents. After confirming her identity which is required by the Fair Debt Collection Practices Act (FDCPA) the agent began explaining the nature of the debt to which the consumer stated to call back with someone that doesn't have an accent. The collector has no accent, nor does ARS employ anyone currently that does have an accent. The volume of calls and/or texts made to the consumer are well under the volume allowed by the FDCPA as well as Regulation F. ARS does admit to a text offering a settlement on 12/16 as well as a call on 12/17. ARS did not receive the cease and desist until 12/17 and immediately placed the account in a cease status. The contact from that point were all initiated by the consumer ither emailing or calling into ARS. A review of the call recordings shows the contrary to the consumer's claims of how she was dealt with. Per the consumer's request ARS has closed and returned the account.   

  Customer Answer

  Date: 12/31/2024

  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

  Date:12/17/2024

  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.

  On 8/30/2024, ARS opened up a debt balance of $2,449. On 09/18/2024, I made a payment of $1,200 towards my balance. On 11/13/24, I received the most unprofessional, inconsiderate voicemail by an employee named “Drew”— who coincidentally has the SAME voice as a man named “Jay” at this company. He stated, and I quote, “This is Drew with ARS reaching out to your fraudulent transactions. I'm not really sure why you want this, but you have multiple transactions at this point bejng held against you. You lost your settlement and that was after making more than half of it down, doesn't really make sense, but such as it is your attorney can reach me here directly at ###-###-#### have a good day.” Today, 12/17/24, I made a $375 payment towards my balance. I then proceeded to get a phone call from the same ###-###-##### stating that I made an “unauthorized transaction” and that it would “do nothing” for me if I “don’t authorize the payments”. At the very end of the voicemail, “Jay” or “Drew” proceeded to say I “put myself in this predicament”. I then call the number with ZERO answer, where I’m then met with the most unprofessional “supervisor” who surprise, surprise is coincidentally Jay/Drew. Where he then proceeds to LIE (I have PROOF) that he is not the one who left the voicemail. After asking multiple times for another person to speak with, I was told there was no one else to speak with. Reading these complaints PROVES that he is in fact not the “only person” to speak with. I know how debt collectors work, but according to “Jay”/“Drew”, I was “trying to tell him how to do his job”. I have ZERO problem paying my debts and working with a company who is WILLING to work with me. HOWEVER, to be continuously HARASSED and have my husband be harassed AND to be to be continuously LIED to by a company is the most unprofessional, insane, crude behavior I have ever seen.

  

  Business Response

  Date: 12/20/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and conducted a thorough investigation into the allegations within. The consumer did enter into an arrangement to settle out her debt on September 18, 2024. The terms of that arrangement were $1200 that day with two remaining payments of $375 each on October 15 and October 31. All three of these payments were placed on file that day and the consumer was provided a letter via email outlining those terms. On October 15th, ARS attempted to apply the payment dated for that day. That payment was rejected by the consumer's bank which provided a rejection code if "invalid service - unauthorized transaction". Several attempts were made to contact the consumer from that point in order to get the issue fixed, but to no avail. On October 31st, ARS attempted to process the second payment of $375. Once again, this transaction was rejected by the consumer's bank. This time the rejection code stated, "Invalid service - potential fraud". As both these payments were rejected by the consumer's bank the settlement was rendered null and void. The second failure was again followed by attempts to contact the consumer, also to no avail. The Fair Debt Collection Practices Act (FDCPA) does allow for collections agencies to contact spouses in regard to the matter at hand. On December 2nd contact was made with the consumer's spouse at which point the agent was told that he would have the consumer call back shortly rectify the situation. This again did not lead to any contact over next few weeks several attempts were made to contact the consumer. ON December 17th ARS received an email from the consumer asking if she could still pay the $750 and was advised that she would need to contact her representative in order to discuss. After attempting to contact the consumer once again, ARS received a payment of $375 made through our payment portal. Contact was made with the consumer later that same day at which time it was explained that the settlement was null and void due to the missed payments prior to the agreed upon deadline. A review of the call records and call logs show that the consumer was never contacted by anyone other than Jay and if she believes she received a message from a "Drew" (ARS does not have an employee that goes by Drew), she either misunderstood, or a transcription on a cell phone did not properly scribe the name. The recording also that while the agent was assertive, he was not threatening. 

  With the settlement deadline being missed it became null and void. That being said, the Chief Compliance Officer is willing to accept the original terms of the settlement which is final payment of $375 to close this account. However, the payment must be in our office no later than 5pm on Monday, December 23rd, when ARS breaks for the holidays. As the prior payment was made online ARS is willing to accept the remaining payment via that means so that the consumer does not have to speak with anyone directly at our office. Once that payment is made the consumer may confirm with ARS by emailing us at ****************************************. ARS will ensure the payment is applied expediently and at 30 days from the date of the payment, will provide the consumer with a settlement paid letter. ARS will also update the creditor as to the accounts settled status so that they update her credit bureau report accordingly. 

  Customer Answer

  Date: 12/20/2024

  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.
  
  This business did NOT acknowledge the fact that their employee lied about leaving a voicemail on my phone and said that it was not him. If this business has all of the recordings and call logs, then they can in fact show that it was him. I have provided voicemail files as proof that IT IS in fact all the same person. I did not state that “Jay” was “threatening”. It is in no way, shape, or form his right to make inappropriate sly comments as to why someone has not paid something. It is EXTREMELY unprofessional and disgusting behavior to do so. The response from this business shows ZERO sign of acknowledgement OR apologies for their employee’s behavior. The $375 paid on 12/17/24 needs to be the final amount of money I will give to this sorry company, especially after this disgusting behavior and attitude from their employee “Jay”. We must come to an agreement of that as well as a tradeline deletion. 
  
  Regards,
  *** *****
  
  
  
  
  

  

  Business Response

  Date: 12/23/2024

  ARS stands by our original response and believes the agent acted appropriately. We are sorry is the consumer is offended by the direct manner in which he addressed her. As stated in our original response, ARS will accept the final payment of $375 if made today by close of business. Also, ARS is not a date furnisher to the credit reports and does not provide any updates or can we remove a tradeline. The removal of a tradeline is actually a violation of the Fair Credit Reporting Act (FCRA). Once the settlement is paid, ARS will update our client of that current status of the account. 

  Customer Answer

  Date: 12/23/2024

  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.
  
  [ A settlement can be made today for $250 via online payment. An email and mailed letter must be sent out to show that debt has been settled. ]
  
  Regards,
  
  *** *****
  
  
  
  
  

  

  Business Response

  Date: 12/26/2024

  ARS cannot accept this settlement.

• Initial Complaint

  Date:12/12/2024

  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 recieved a call about a missed payment. Was forwared to "Shawna" who was exteremely rude after I asked for my balance. I asked her to confirm that it was my TOTAL outstanding balance and she seemed deceptive and wouldn't answer directly. I asked her why she had such an attitude, which made her even more hostile. I told her to have someone else call me to pay me balance and she said "No, I guess I'll call *****'s work" and hung up. I do not authorize this company to contact my wifes employer and you'd think they'd treat someone better that has made monthly payments for the past couple of years and simply wanted to confirm their final payment due. This is the worst company I have ever dealt with and "Shawna" is a nightmare.
  

  

  Business Response

  Date: 12/13/2024

  Atlantis Recovery Solutions (ARS) has reviewed the complaint and conducted a thorough investigation into the allegations within. ARS records all calls and has reviewed the calls in question. A review of the original contact shows that the consumer responded to a message left. When calling back he was informed that the payment due December 12th declined. The consumer questioned why it was even ran stating he talked to someone the prior month and wanted to have the payment held to the end of December. A review of that call from November 12 shows the consumer stated he would have the money on December 12th. The consumer then repeatedly asked the agent what the remaining balance on the account was. The agent responded several with the remaining amount and the consumer then asked why she was having an attitude with him. The record shows that the agent was only trying to answer the same repeated question. Then when the agent tried to explain the consumer hung up. The agent did call the consumer back and prior to the agent even speaking the consumer stated he wanted to speak to someone else, the agent did state she was going to call "***** at work" ***** is the actual account holder. The agent also approached management regarding the difficulty with the consumer. The manager attempted to talk to the consumer and apologized for any miss communication. The consumer then states they couldn't pay until January 22. The manager explained that it was already two months without receiving a payment and cannot continue to hold the account any longer without a payment. In turn ARS has closed the account and returned it to our client.

  Customer Answer

  Date: 12/13/2024

  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. This is incorrect and the fact that this company has an A+ rating proves that BBB is a joke. The person that called me back after "Shawna" couldn't answer a simple question without being hostile told me that not I only wasn't I wasn't the first person to have issues with "Shawna", "I wasn't the 50th".  Review that portion of the call.  How is someone is someone at an A+ rated BBB business allowed to repeatedly treat customers this way with their co-workers being fully ware of the problem?  I also told them I could make my final payment on January 2nd, not 22nd - so I was literally asking for a 2 day extension after paying my monthly payments without issue for several years.  If they are reviewing their calls, it will clearly state the 2nd, not 22nd. Lastly, if they have closed my account and sent it back, great - why have they called me and my wife 5+ times today?  I even returned their phone call this morning (no answer) but they are repeatedly calling back and harassing us.  I will look into an FDCPA violation if it continues.   Regards, ***** *****

  

  Business Response

  Date: 12/13/2024

  Atlantic Recovery Solutions (ARS) stands by our original response. The allegations are full of hyperbole and are not accurate to the actual recordings. The consumer repeatedly asked what the remaining balance was on the account. Contrary to the accusation the agent was not rude or provided an attitude. After repeating this question multiple times, the agent paused before stating it again and in that pause the consumer accused her of having an attitude, The consumer states that someone making monthly payments would be treated better, when ARS has repeatedly moved payments that have repeatedly been declined even with missing several months. Calls may have been made prior to ARS receiving the initial complaint, but again, the account was immediately closed and returned once the complaint was received. Mr. ***** nor his spouse will receive any further contact from ARS. 

• Initial Complaint

  Date:11/02/2024

  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.

  On 10/28/24 I received a text message from this company saying they made several attempts to contact me regarding documents for a past due credit card. I never received anything in the mail, nor do I have any contract with this company. I opted out of the text messages immediately. I then sent them an email on 10/28/24 advising them to cease and desist all contact from myself and any family members. They then violated FDCPA by calling me on 10/30/24 and again on 10/31/24 by leaving voicemails advising me to call them regarding a legal matter. If it persists, I will contact my lawyer. I am disabled and judgement proof. I again, have no contract with them. No knowledge of the account file#******* that they keep contacting me about. Nothing has ever been mailed to my address from this company. Cease all communication. I have attached all proof of contacts and cease and desist email. I see a lot of snarky responses from your company which speaks volumes to your unprofessionalism.

  

  Business Response

  Date: 11/04/2024

  Atlantic Recovery Solutions (ARS) has reviewed the allegations within this complaint and conducted a full investigation into those. While ARS has concluded no violations have occurred on this account, we have closed the account and returned it to our client. This consumer will receive no further contact from ARS.

  Customer Answer

  Date: 11/04/2024

  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

  Date:10/04/2024

  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.

  On Monday, September 30th, Gianna, the rep from ARS, contacted me because my second payment was declined. I take full responsibility as I had to cancel my bank card, so I set up a payment by check on October 3rd. She called me again, stating the payment had declined. I told her I would reach out to my bank to see what the issue was since the funds were available. Fast forward to today, October 4th, I reached back out to her and explained what my bank had said. She immediately transferred me to her supervisor, Jay. He was very rude and talked to me disrespectfully. He wasn’t customer-friendly at all. He demanded a payment after I informed him that I am on a fixed income. Essentially, he said he didn’t care and accused me of committing fraud. This is not how you handle business or speak to another human being. I hope you all can review the call recording.

  

  Business Response

  Date: 10/07/2024

  Atlantic Recovery Solutions (ARS) has reviewed the complaint and conducted a thorough investigation into the allegations within. A review of the recordings shows that the supervisor she spoke with wasn't rude or disrespectful, but direct and attempted to explain that since the payment arrangement declined from the bank, we could not continue to offer the payment plan that declined. Ultimately, there was a new arrangement agreed upon to be paid on Tuesday 10/8. The consumer then calls back 15 minutes later to talk to that same supervisor and states she wants to speak only to him and not her assigned representative, which, being nothing but cordial, informs her that he can handle it going forward. 

  While we are confused as to what is going on here, ARS has placed a hold on the consumer's account through Tuesday, October 11, the agreed upon payment date. If the consumer is not comfortable talking to either her assigned representative, or supervisor, she is invited to contact our compliance office directly at ###-###-####.

  Customer Answer

  Date: 10/08/2024

  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.He was very much hostile towards me and not considering that I told him I just went through a hurricane and the dilemma with my bank.  Regards, ***** ********

  

  Business Response

  Date: 10/08/2024

  As provided, the consumer can contact our compliance department in order to handle any payments against the account.

  Also, ARS is under the presumption that this matter is closed as the consumer called our office early this afternoon and established a payment plan.

  Customer Answer

  Date: 10/08/2024

  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

  Date:09/24/2024

  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 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

  Date: 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

  Date:09/20/2024

  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.

  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

  Date: 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.