My father has excellent credit and we were adding more lines to our existing phone line when I found out that he had an account sent to collections. I called Tmobile up to inquire about the account at which point the said there was nothing wrong with my account. I then asked why was I placed on collections, further digging pulled up an old account that was terminated because we had combined 2 lines into 1 family plan line. They said the bill that was sent to collections was part of the bill before the merger. I told them since the merger of the accounts, I never received a 2nd bill. Everything was on one single bill so I was led to believe I paid (I pay for my father) everything on time. (The merger occured Dec/Jan of last year). Long story short, after speaking to the supervisor, they told me they could not do anything about the account because the collections agency now handles the account. They told me to call the collections agency.
I called Amsher (1.800.246.9590) and spoke to the rep. First thing she did was read me my mini-miranda (they even used that term when i called back a 2nd time). Then asked how could she help me. I told her to please explain the account because I have no knowledge of the account and also told her about my conversation with Tmobile. I told her specifically that this is not a refusal to pay, I am just asking why my account was sent to collections. Her attitude started to kick in and she asked me if I recently merged or had merged an account (well duh i told her the whole story) and of course I said yes. She said well, I owe such and such amount, the only way is to pay this amount. I said well I am not calling to pay the amount, I am calling to see why the error on Tmobile side (not sending bills and sending my acct to collections) could be reverse; if the collections could be reversed.
She said no, gave me a lot of attitude. She said that I would have to call Tmobile. I told her I just did they kicked me to her company. She then told me, "To be honest they are a customer service company, and they will kick you back to us and make us sound like the bad guys." I told her calmly, I am not accusing anyone of anything, I am calling for clarification. I told her I know her company's scope does not cover what goes on at the phone company and that please understand from a customer point of view, that it is frusterating to be kicked back and forth between the two companies.
I asked her if I called Tmobile back they had the power to pull the collections back (since she told me she didn't have the power to send it back because Tmobile sent it to them), she refused to answer, she said they will just send you back here. I asked her if there was anything I can do to get the collections reversed. She said no unless I pay her. I said not w/o proper proof. She said then this conversation is over, she read the mini-miranda again. I told her by law I should be allowed to know what I am being charged for and proof of bill and proof of attempts to bill me. In these words she said " I don't care what the law says, this conversation is over!" and then <click>.
Of course I called back, spoke to another rep. So happened the rep was a floor supervisor. Told him the whole situation. He appologized, told me to call back Monday to clear it with disputes.
I am trying to do the right thing and am very frusterated with their attitude that they are above all.
What should I do from here to be protected from the agency and what should I look out for?
I feel like she is really breaking the law and treating me as if I am some kind of criminal or she assumes that I am not willing to pay the debt when I specifically said that I would not mind paying if I had proof I owe and if so I would pay Tmobile directly, not to them.
What can I do to avoid paying them and pay Tmobile instead? Paying them would make me feel like I admit that I was at fault and also I could not dispute late fees, if any that Tmobile would have tacked on.
-Kab
