Complaint Review: AmerAssist

We signed up with AmerAssist a few months back. When the account representative explained the services, he guaranteed that the collection account would not go into secondary phase without my authorization. A couple of months later we get an invoice from AmerAssist. When I called about it, the rep said that the accounts "automatically" go into secondary phase, even though I was told otherwise. I never received notification that the account was transferring into secondary phase, either. I asked the rep to remove the account from secondary phase because we had already set up payments with the client and didn't need it. After much hassle, the rep assured me that the account was no longer in secondary phase. 

A few weeks later I get an email from my client asking why they are still getting notices from AmerAssist. I contact the rep who forwards me to their "customer care" division. They do their research there and then they say that it was my employee who moved the account into secondary phase, even though she said she did not, and would have had no need to since our client had already arranged payments. The "customer care manager". He says in order to take the account out of secondary phase I can request it be cancelled, but they refuse to credit the invoice for the service I never authorized. So I request that my entire account be cancelled and requested a refund for the $380 credit I still had on the account. They deny my request for a refund and send me a bunch of policies.