Castlerock Security SAI Double talking liars who claim to want to protect my family and belongings Arlington Heights, Illinois
I began my account on June 5, 2007 with First Line, who sold to SAI who then sold to Castlerock. I had signed a 36 month contract. At the end of my 36 months I called to cancel my account where I was informed that I had to do so in writing by the 35th month and since I didn't I was automatically signed on for another year. I would have to pay them over $500 to get out of this contract. Luckily, for me, I had sent a letter of complaint requesting to close my account in March of 2008. They would not honor my request at that time but since they still had the letter they had to take that as my notice of cancellation within the appropriate time limits. They allowed me to stop service. At this time (June 2010) I asked if there were any further funds due to which I was told they would contact me. I never heard from them again.
In July of 2010 I received a phone call from Joseph, Mann and Creed informing me that Castlerock had referred my account to them for collection of $51. They claimed I had missed one payment during my 36 month contract.
I placed a call to Castlerock and spoke with Danny. He went month by month telling me each payment they received and what month that covered. I went back to the bank I had an account at at the time and found a payment that Castlerock didn't not have in their records. I sent a copy of the bank statement high-lighting the payment that castlerock did not have in their records.
3 weeks after sending in this proof to the collection agency AND Castlerock I was again contacted by the collection agency wanting to know I intended to take care of this bill. When I asked if they had received my proof of payment the gentleman said they had but that he worked for Castlerock and even though he had my proof that he would continue to call me for the money until Castlerock told him to stop trying to collect the debt, which Castlerock had informed Joseph, Mann and Creed to continue to pursue the debt.
Castlerock is well aware that there is no missed payment but they refuse to stop collections against me.
This company not only lies to its clients about the contract terms but when a customer finds a way around their shotty practices they retaliate by sending bogus claims to collections.
1 Updates & Rebuttals
rosepetal209
modesto,California,
United States of America
They got it right...finally
#2Author of original report
Tue, October 05, 2010
I wanted to give an update as to what has happened since I posted the above complaint.
After a dozen calls to the collection agency, Joseph, Mann and Creed, I got nowhere, mostly because none of the employees seemed to understand simple English and grasp the concept of the 'proof of payment' I sent into them. I also placed several calls to Castlerock security. Each phone call went nowhere because the service department reps also seemed to be lacking the ability to understand the proof I sent them that I had not missed any payments. Finally on September 28, 2010 I spoke with Jose at Castlerock. He was the FIRST to suggest that my proof of payment be sent to the corporate office to be looked at. Once the corporate office looked over my proof they called me on September 29, 2010 and advised me that my proof was in order and they were closing my account in good standing and notifying the collection agency. Corporate also sent me a letter verifying that my account had been paid in full and I was in good standing, with a closed account to keep for my records.
I will never go through Castlerock security again but I do advise anyone who is having an issue with them to get in touch with the corporate office and avoid dealing with customer service if possible.