I'm starting by sending a letter directly to Bell Canada's Office of the Manager, to Global Credit and Collections and to Natale Law Office. If I get no resolution (all I want is an apology and acknowledgement from all three parties that the debt was paid in full in Jan 2008 directly to Bell, well before the March 2008 date that "Mrs. L" claimed they got the file), I'll then move forward with complaint letters/forms directly to Consumer Protection, the Law Society, the BBB, and governing bodies for the Telecom Industry in Canada and whatever Collections Industry governing body that I can find Global Credit listed in (I've noticed several listings out there for overseeing organizations for the Collections industry, but it'll take me a bit to figure out which one, if any, would be applicable).

Here's my letter
*****************************************
May 29, 2008
RE: File Number 3315906
Natale Law Office
8133 Warden Avenue
Suite 405
Markham, Ontario

To Whom It May Concern:

Subject: Incorrect Collections Attempt on Bill paid in January 2008

Dear Sir or Madam:

On or around May 28, 2008, a telephone call from Natale Law Office was left at my aunt’s telephone number. My aunt ensured that I received the message and I called and left a message that evening. The call was returned, as per my instructions, to my office number on the morning of May 29, 2008.

According to the “Mrs. L.” that I spoke with, the call was regarding an allegedly outstanding bill from Bell Canada stemming from a September 2007 disconnection of my services. While my services were indeed disconnected for non-payment in the fall of 2007, that bill was paid in January of 2008 directly to Bell Canada, as I had no idea whatsoever that the bill had been sent to a collections agency, never mind that in situations such as this, I prefer to pay the service provider directly. Upon receipt of that payment, Bell reconnected my service with them under a new account number, but with the original telephone number associated with the disconnected account.

“Mrs. L.” requested that I fax to her the proof of payment of this outstanding amount. At the time of the telephone call, being at work, I did not have such proof of payment immediately at hand. In an effort to resolve the issue as soon as possible, I then contacted Bell Canada. I spoke with a Customer Service representative who could not help me, they then transferred me to another individual, who only ended up transferring me to a “Mr. Bay” at Global Credit and Collections Inc. “Mr. Bay” was incredibly rude and unhelpful in resolving this issue, merely demanding that I fax proof of payment to the Natale Law Office before hanging up on me.

At that point I called Bell Canada again. The Customer Service rep that I spoke with was far more helpful. As per this individual, my record with Bell Canada showed NO prior outstanding balances beyond the current one, which a payment arrangement had already been made with Bell Accounts Receivable a week before. They had NO record whatsoever of the alleged outstanding balance claimed by Natale Law Office and Global Credit & Collections. This individual told me that they had spoken with their manager and the manager advised that I ignore all phone calls and contact attempts made in the future by Natale Law Office and Global Credit & Collections and then put me through to the Bell Canada Accounts Receivable. I renewed my payment arrangement for the current balance with Bell Canada and requested that they look further into this situation with Natale Law Office and Global Credit & Collections. The Accounts Receivable representative with Bell Canada did so and came back with the exact same information as the Customer Service representative and the same advice. Therefore I have informed my aunt that she is to hang up should Natale or Global contact her, and to delete any messages left by them on her answering service.

I had also taken the opportunity, in my need to get this situation resolved as quickly as possible, to email Bell Canada at bell.direct@bell.ca outlining the situation. I received a response from that source telling me that the bill in question was indeed paid in full in January of 2008, and that they have forwarded my email to their Credit Department at res.creditservices@bell.ca to note my account. At the time of writing this letter, I have no confirmation that Bell Canada itself is going to be correcting the situation with Global Credit and Collection Inc and Natale Law Office (and it is very clear to me, due to actually being transferred from Bell Canada to Global Credit that Bell Canada does have a working relationship surrounding accounts into collection with Global Credit and therefore by extension, Natale Law Office). I have, however, asked them to do so. I do not feel that I am obligated to conduct Bell Canada’s communications to companies it hires.

Please find attached my email communication with Bell Canada, which states clearly that the bill in question is PAID. I feel no obligation to provide anything further, as I feel it is up to Bell Canada to take the necessary steps to correct the error in placing this account into collections, and not notifying Global Credit and Collection Inc that the bill was PAID DIRECTLY TO THEM. I am also at this time demanding that this collections file with Global Credit and Collection and Natale Law Office be closed IMMEDIATELY.

I was deeply upset and angered by this situation and by the treatment I received, particularly that of “Mr. Bay”, whom I must say is one of the single rudest individuals I have EVER had the misfortune to encounter in my life to date.

I am also flabbergasted at the simple fact that an outstanding amount that was PAID DIRECTLY TO THE SERVICE PROVIDER found its way into the hands of a collection agency AFTER IT WAS PAID IN FULL, DIRECTLY TO THE SERVICE PROVIDER. I would strongly suggest that Bell Canada review it’s communication process with all agencies that it has retained to clear up outstanding debts owed to them. I should never have been put through this, nor should anyone else. It is completely unacceptable and reflects badly on Bell Canada.

At this time, I would like written apologies from Natale Law Office, Global Credit & Collection Inc, and Bell Canada for this entire situation. Further to that, I would like a written apology directly from “Mr. Bay” at Global Credit & Collection Inc for his inexcusable behaviour and refusal to aid me in uncovering the situation. It is when I encounter individuals such as “Mr. Bay” that I lose faith in the basic decency of humanity in general. I would advise “Mr. Bay” that in future, one catches more flies with honey, as my grandmother used to say, and resolution of situations such as my own go far smoother and faster if the individual with the information actually HELPS the individual needing the information. Sadly, it appears to be a lost virtue in this world. Along with general politeness.

“Mr. Bay”, you deeply upset me, needlessly so. I was in tears after you hung up the phone on me, feeling that I would never get this error between Bell Canada, Global Credit & Collection Inc and Natale Law Office cleared up. You caused deep emotional distress in an innocent woman “Mr. Bay”, emotional distress that should NEVER have occurred.

Please note that a copy of this letter has been sent via Registered Mail to each of the companies and organizations listed below. A copy is also being kept with my own records. This will ensure, should I find myself in a situation where I must escalate to governing bodies, that I have a full record of the situation.

Better and better. I received a response to the email I sent to Bell Canada, stating that this outstanding bill was indeed paid directly to them in January 2008, and the person responding copied Bell's internal Credit department. This is ALL I am going to send to Natale Law Office and Global Credit and Collections. It's up to Bell to inform them of the mistake, and I told the person at Bell that in my response to them.

I'm in the process of drafting a letter addressed to Natale, copying Global, Bell Canada and a host of overseeing organizations. I am SO angry right now.

Bell Canada has just advised me that I have no outstanding payments beyond what I have due on my next bill. That my prior record is clean and paid up. I'm now on the phone with Bell's internal credit department. They are telling me the same thing and to just ignore the calls from Global Credit and Natale Law Office.

Still does not explain how these people got this so called file. I suppose now the only thing to do is to try to find the bill from Bell that shows this payment and fax it to them with a threat of legal action from me.

The mystery voice mail was for a Mr. Bay at Global Credit. When he returned my call, he was incredibly rude, essentially refusing to help me and telling me to fax proof of payment to Natale Law Firm.

I've emailed Bell Canada and am on the phone again with them as I type this.

Well, it is about a Bell bill from Sept 2007. Which I paid. Months ago. They want me to fax proof of payment.

What the hell are they doing calling me about a now paid outstanding amount from Bell when Bell was not only paid, but resumed my service once they got payment?

I've called Bell, they have HORRIBLE customer service. They claim no record of a payment I KNOW I MADE. I wouldn't have phone service with them if I didn't! I got transfered around like I always do when I call Bell and finally got put into someone's voice mail, where I left a message.

I'm really upset now. I want answers. I want my proof of payment. I want to know why Natale Law Office is calling me about a bill I paid last year. I want to know why Bell Canada can't pull their collective asses out of their heads.

Well, a quick search on a telephone number led me here, and it seems I'm not the only one to have contact with not only Natale Law office, but Global Credit.

The problem is, I have absolutely NO idea what it's about, and they never return the messages I leave. And they did not call me, but left a message with my Aunt. And in the messages I have left, I specifically instructed them in no uncertain terms to remove that telephone number from the file and provided them with proper contact numbers.

I am annoyed and angry. As far as I know, I am not in any debt. I suspect this is an old account from Bell Canada (long ago paid up directly to Bell) since Bell was the only company who had my aunt as an alternate contact number until I had them change it to my cell phone.