Deal with UPS or collection agency?
December 8, 2015 2:35 PM Subscribe
UPS sent my long-ago-paid bill to a collection agency. I need advice.
I picked up a package at UPS in August and paid a $35 duty fee by check at the time. Over the next two months, UPS mailed me two invoices for the $35. Both times, I called UPS to explain that I had already given them a check, and both times, the UPS rep told me that they had the check, though they hadn't cashed it. They told me that there was no problem and I should simply wait for the check to be cashed.
A few days ago, I received a notice from a collection agency called Synter Research Group, stating that my UPS bill had been turned over to them. I emailed UPS to explain once again that they have had my check since August and haven't cashed it, and requested that they resolve this with the collection agency. Today I got an email from a UPS rep telling me she was sorry, but since the bill has been turned over to the collection agency, I will need to call the collection agency, explain the situation, and follow their instructions.
Based on my limited knowledge of collection agencies, I'm not sure if I should do this. I've fielded lots of harassing phone calls meant for other people at home and at work (though I imagine many of these people legitimately owe money), and I'm guessing that any information I give them, such as a traceable phone number, could be used to harass me. Since I have no intention of paying them and since UPS seems to be unable to do their part to clear this up, I'm thinking this could drag on.
Have you dealt with UPS or a collection agency in a similar situation? Should I try to deal with Synter Research Group or is there some way to force UPS's hand? Do you have any tips either way?
I picked up a package at UPS in August and paid a $35 duty fee by check at the time. Over the next two months, UPS mailed me two invoices for the $35. Both times, I called UPS to explain that I had already given them a check, and both times, the UPS rep told me that they had the check, though they hadn't cashed it. They told me that there was no problem and I should simply wait for the check to be cashed.
A few days ago, I received a notice from a collection agency called Synter Research Group, stating that my UPS bill had been turned over to them. I emailed UPS to explain once again that they have had my check since August and haven't cashed it, and requested that they resolve this with the collection agency. Today I got an email from a UPS rep telling me she was sorry, but since the bill has been turned over to the collection agency, I will need to call the collection agency, explain the situation, and follow their instructions.
Based on my limited knowledge of collection agencies, I'm not sure if I should do this. I've fielded lots of harassing phone calls meant for other people at home and at work (though I imagine many of these people legitimately owe money), and I'm guessing that any information I give them, such as a traceable phone number, could be used to harass me. Since I have no intention of paying them and since UPS seems to be unable to do their part to clear this up, I'm thinking this could drag on.
Have you dealt with UPS or a collection agency in a similar situation? Should I try to deal with Synter Research Group or is there some way to force UPS's hand? Do you have any tips either way?
And to add, once I paid the bill, I never heard from the collection agency again.
posted by jacquilynne at 2:43 PM on December 8, 2015
posted by jacquilynne at 2:43 PM on December 8, 2015
I have no intention of paying them
Has UPS cashed the check yet? If not, they may have lost it and you do still owe the money.
Either way, don't give the agency a phone number that traces to you. If the check has not cleared, buy a money order to pay the agency.
posted by soelo at 2:49 PM on December 8, 2015
Has UPS cashed the check yet? If not, they may have lost it and you do still owe the money.
Either way, don't give the agency a phone number that traces to you. If the check has not cleared, buy a money order to pay the agency.
posted by soelo at 2:49 PM on December 8, 2015
Response by poster: UPS still hasn't cashed the check, but they definitely have it. When I spoke to them, they were able to locate it and correctly told me the check number. If I pay the collection agency, I'll potentially be out for twice the amount because UPS can still cash the check.
posted by Mila at 2:53 PM on December 8, 2015
posted by Mila at 2:53 PM on December 8, 2015
Call your bank and stop the check. Then pay the collection agency. It will likely cost you more than the original $35 (because of bank fees), but there will be a lot less hassle.
posted by Mchelly at 2:57 PM on December 8, 2015 [9 favorites]
posted by Mchelly at 2:57 PM on December 8, 2015 [9 favorites]
I had a somewhat similar situation when, after I moved and closed my account with Time Warner Cable, they sent my "balance due" for the final month's bill to a collections agency within about a week. I didn't even have a balance due, and in fact they owed me a refund. I called the collections agency immediately and firmly but politely explained that Time Warner had made a mistake and that I owed them no money. Knowing the reputation of collections agencies, I was expecting I was going to fight it and maybe even get a lawyer to defend my credit rating. (Probably much along the lines of what you're thinking right now.) To my surprise, the representative I spoke with was actually pretty helpful, but told me that I would need to resolve the dispute with TWC directly. Armed with that statement, I called TWC and was able to get transferred up the chain a step or two until I got someone who could fix the problem. They cleared the account, told me they'd resolve things with the collections agency, countermand the report to the credit agency, and sent the refund check. Considering how difficult it is to get TWC customer service to help out with anything usually, I was actually kind of shocked how well it turned out. I think it helped that I acted very quickly and made it clear on the phone that I wasn't going to just roll over, while still trying to be polite and pleasant to the reps I spoke with.
I might have just gotten incredibly lucky, but based on that experience, I would probably do much the same again: call the collections agency, be polite but firm that I did not owe the debt claimed, and find out whether you can resolve the issue with them or whether you need to go back to UPS. Also check to make sure that there isn't going to be a negative report to the credit ratings agencies based on UPS's mistake.
posted by biogeo at 2:59 PM on December 8, 2015 [2 favorites]
I might have just gotten incredibly lucky, but based on that experience, I would probably do much the same again: call the collections agency, be polite but firm that I did not owe the debt claimed, and find out whether you can resolve the issue with them or whether you need to go back to UPS. Also check to make sure that there isn't going to be a negative report to the credit ratings agencies based on UPS's mistake.
posted by biogeo at 2:59 PM on December 8, 2015 [2 favorites]
Best answer: I had a somewhat similar situation--UPS sent my firm to collections over $850 in fraudulent or mis-billed charges (not sure which, because they were circumspect about it)--and I resolved it by escalating within UPS to a special office designated to deal with people erroneously bounced to outside collection agencies. I believe I got the special number from the collections company, but I'm not sure because I was calling every customer service number I could find; I am positive, however, that I got to this office by framing the decision to send my account to collections as the error, and then proceeding to the specifics of the charges. In any case, I probably still have my notes back at the office and if I can find the secret squirrel number I'll memail it to you. They were super helpful: promised me that they would resolve it within 24 hours and call me back to confirm, and did both. NB: this matter concerned a commercial account and the office claimed there would be no damage vis-a-vis my company's creditworthiness.
posted by carmicha at 3:38 PM on December 8, 2015 [3 favorites]
posted by carmicha at 3:38 PM on December 8, 2015 [3 favorites]
UPS has a long-standing reputation of dealing with customer service issues by not dealing with them. In this case, im with the stop payment, pay bill school.
posted by SemiSalt at 4:05 PM on December 8, 2015
posted by SemiSalt at 4:05 PM on December 8, 2015
If you stop the check and pay collections, keep the records in case ups tries to double collect
posted by TheAdamist at 5:34 PM on December 8, 2015
posted by TheAdamist at 5:34 PM on December 8, 2015
Here's what I would do I really didn't want to pay the collection agency, in your situation. TINLA, IANYL.
(1) send the agency a letter -- on paper, in the mail -- laying out the course of events. Emphasize that UPS verified they received the check on time and held it, and twice instructed you to wait, ultimately referring the account to collections improperly while still holding your check. Ideally, you can give dates, times and call center operator's names or extensions.
(2) Given that timely payment was tendered, the problem is their client's failure to deposit the check. Tell the agency that their client may either (a) deposit the check or (b) you will settle the debt with the agency for $35, less your bank's fees to stop payment of the original check, with UPS to be responsible for any collections fees, and no negative credit reporting. Offer to be accepted in writing by mail.
posted by snuffleupagus at 7:48 PM on December 8, 2015 [8 favorites]
(1) send the agency a letter -- on paper, in the mail -- laying out the course of events. Emphasize that UPS verified they received the check on time and held it, and twice instructed you to wait, ultimately referring the account to collections improperly while still holding your check. Ideally, you can give dates, times and call center operator's names or extensions.
(2) Given that timely payment was tendered, the problem is their client's failure to deposit the check. Tell the agency that their client may either (a) deposit the check or (b) you will settle the debt with the agency for $35, less your bank's fees to stop payment of the original check, with UPS to be responsible for any collections fees, and no negative credit reporting. Offer to be accepted in writing by mail.
posted by snuffleupagus at 7:48 PM on December 8, 2015 [8 favorites]
This thread is closed to new comments.
If UPS never cashed your cheque, you haven't actually paid them, so just pay the bill and move on with your life. It's tempting to fight this sort of thing on general principles, but it is not worth the hassle unless you are both unemployed and broke such that you have a lot of time on your hands and the $35 means a lot to you.
posted by jacquilynne at 2:42 PM on December 8, 2015