Business Profile

Financial Services

PRA Group Canada Inc.

Complaints

This profile includes complaints for PRA Group Canada Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

139 total complaints in the last 3 years.
35 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:17/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The *** group calls me daily or every second day early morning up to 10 pm so I unplug my phone. I called this *** group and offered to pay $10.00 monthly. The person at *** said this was unacceptable. I live on $795.00 monthly. My rent is $600.00. I have had 2 Heart attacks, Heart Bypass, and stents in my arteries. I am a serious Diabetic insulin dependent. I have COPD that requires Oxygen when my saturation is below 90. My monthly Drugs are $800.00. I am 62 and can not work. Please get these people off my back . This is causing great emotional hardship.
Business Response
Date: 17/01/2024
Your complaint has been forwarded to the ********************* for review and response.

Upon reviewing the call in question, I can confirm that the Recovery Specialist you spoke with did not advise $10.00 per month was unacceptable. If that is something you would like to do to resolve the matter, please contact ************** to speak with one of our Recovery Specialists and they'd be happy to set up the arrangement.

Since you have requested to not be contacted going forward, we have added your number to our Do Not Call list and changed your file to a "Cease" status, which restricts all future outgoing communication.
Customer Answer
Date: 18/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Customer Answer
Date: 18/01/2024
I accept this resolution.
Initial Complaint
Date:17/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a call from PRA Group from a French-speaking agent on the 8th of January at 9:01 AM to follow up on an email that I wrote to them the previous week. At that point everything was fine and I told him that I was going to make the payment in the following days. After the call, I felt that the agent did not answer my original question and I was going to call back for clarification. He called me back on the 15th of January at 11:40 AM, I asked him if they could remove the collection entry on my credit report if I make the payment on a timely manner to which he answered that they cannot, which is technically false since they can ask the credit bureau to remove it which is called Goodwill letter. The collection is about a really small amount and I don't know why PRA Group would not ***** it to me because it benefits both parties. However, their agent has to know that it is something feasible and it's in his duties to inform the clients with the right information. The second thing is that after telling me that it was not possible, the agent told me that I made a broken promise because, according to him, I said that I was going to pay the same day that we had our first call on the 8th. We had a little dispute about it and I felt him getting emotional and taking things personally as he told me that ''one of us is lying'' which is unprofessional. The thing is that I know that I couldn't have said that I was going to pay the same day, because I was very busy that day and I still had a question in the back of my mind. The worst thing is him confidently lying while the calls are recorded which I urge PRA Group to listen to.
Business Response
Date: 17/01/2024
Your complaint has been forwarded to the ********************* for review and response.
Once an account is paid and closed, the credit report would be updated accordingly, we would only remove the collection line if it was there by mistake.
Upon reviewing the calls in question, it is apparent that there was no date discussed of when the payment would be made, only that it would be made as soon as possible. The Recovery Specialist should have firmed up a date and will be coached accordingly.
Customer Answer
Date: 25/01/2024

Complaint: 21156418

I am rejecting this response because: I haven't received the apology from PRA Group on behalf of their employee's unprofessional behavior who told me incorrect information and called me a liar. I don't feel that they truly own their mistake. I messaged PRA Group to resolve this issue internally which they refused after I explained the situation. PRA Group is not a company that value the people they work with and I find it a shame that they refuse to make things right when a solution offered.

Sincerely,

************************************
Business Response
Date: 01/02/2024
I do apologise for the miscommunication between yourself and the Recovery Specialist, as stated in my previous response, they have been coached on that interaction.
Initial Complaint
Date:15/01/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
PRA Canada - keeps calling, for months - even on weekends. I keep blocking their numbers, but they keep calling from another area code and number. I sent them a text Jan 15, ************************** I have never dealt with them, nor do I have any debt. I am a senior and these calls are very annoying. I want them to remove my number from their system.
Business Response
Date: 15/01/2024
Your complaint has been received and forwarded to the ********************* for review and response.

Upon reviewing the file associated with the number provided, I see no one has ever answered our call to let us know we had the wrong number. Now that we've been made aware, we can certainly mark it as wrong and stop the calls.

Customer Answer
Date: 15/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:15/01/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They will not stop calling me, I have no outstanding debts, I've even had the bank run my credit, I'm getting offers for credit cards and lines of credit from my bank based on my credit rating weekly, this is getting to the point of criminal harassment, its not my job to tell them they have the wrong number, its their job to make sure the are calling the right person
Business Response
Date: 15/01/2024
Your complaint has been received and forwarded to the ********************* for review and response.
Upon reviewing our system I was able to locate a file with the provided phone number, however, it is outsourced to ******************* *** and not being called by PRA Group Canada. I've asked them to mark it as a wrong number and add it to their Do Not Call list.
Customer Answer
Date: 15/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Their answer is ******** however. Again, I have no debts sent to collections, the bank ran my credit. It sound like they are trying to double collect on a debt that had nothing to do with me. My DEAD mother had a debt that for a heat pump after my she died in 2022. It was fully paid in 2023. So they are calling to collect a debt that has been paid by someone who doesn't live here. I have zero to do with. My mothers estate has nothing to do with me. The only 3 personal debts I have had in ten years are a credit card that I pay monthly, a student loan I pay monthly and a student line of credit that had an insurance policy when my mother died. As they said, another agency was handling it, it's been paid off and they tried to collect a second time and it has nothing to do with me and I live alone. Thats outright fraud involving a dead person Classy.

Sincerely,

***************************
Initial Complaint
Date:13/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Have been receiving calls when i have no unpaid debts or have ever used this service before. It has been constant and am very bothered by the mass calling that has been happening.
Business Response
Date: 15/01/2024
Your complaint has been received and forwarded to the ********************* for review and response.

Upon reviewing the file associated with the number provided, I see no one has ever answered our call to let us know we had the wrong number. Now that we've been made aware, we can certainly mark it as wrong and stop the calls.
Initial Complaint
Date:11/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been bombarded by calls from this company for the past several days, at all hours. Nobody in this household is in debt of any kind. We have tried blocking the number but every time we do, a new number calls us.
Business Response
Date: 12/01/2024
Your complaint has been forwarded to the ********************* for review and response.
The phone number you've provided is not showing up in our system, can you please confirm the phone number you've listed is correct. If so, it could be a call forwarding issue in which case we would need the other number being dialled. Another option would be to answer the call and let the caller know it is the wrong number if it is in fact so.
Customer Answer
Date: 12/01/2024
With reference to the request received in response, I confirm that the phone number receiving these calls is: **************.
Customer Answer
Date: 12/01/2024

Complaint: 21134554

I am rejecting this response because:
With reference to the request received in response, I confirm that the phone number receiving these calls is: **************.

Sincerely,

*****************************
Business Response
Date: 12/01/2024
Thank you for providing this phone number, it is listed in our system and has now been marked to a wrong number and added to our Do Not Call list.
Customer Answer
Date: 12/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:11/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received a collection letter with the wrong address. I called to find out why and how the address listed was chosen. I have never lived at that address. It was a property my father had worked on in 2016. I was told to speak like a normal person talk like a regular person when I asked these questions and accused of yelling. I said I was upset and was not yelling. The calls are recorded and can be listened too. ******, the lady I was talking to kept saying Ive spoken to you before randomly which had nothing to do with the situation. I spoke to the manager but still did not get a clear answer about why this address was used or how it was used? Are they using random ********* addresses my father worked at? I would like ****** to have some training on public relations. I feel attacked by her asking me to speak normal and regular. What does that mean exactly? I do not want to deal with ****** again, she was also gaslighting me with inserting an unrelated fact which was not helping the situation.
Business Response
Date: 12/01/2024
Your complaint has been forwarded to the ********************* for review and response.
The call in question was forwarded for review yesterday (January 11th, 2023), it was determined that the Recovery Specialist could've handled the call more professionally and has been coached accordingly.
The file in question has been moved to a "Cease" status which restricts all outgoing communication as per your request. Should you wish to resolve the matter, please contact ************** to speak with one of our Recovery Specialist or you can reach out to the supervisor you were in contact with yesterday.
Initial Complaint
Date:11/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have no outstanding debts and excellent credit. Like other reviewers, I have been receiving constant calls from PRA Group Canada for months. I've tried to explain to them that I don't have any outstanding balance, but they don't seem to care. Despite blocking their numbers, they persistently call from various locations. Also they reported to my equifax. They taked of from my file but they keep report it. I would like my number removed from their call list; and do not report their fals information on my equifax otherwise, I'll consider taking legal action.
Business Response
Date: 12/01/2024
Your complaint has been forwarded to the ********************* for review and response.
The file in question has been moved to a Cease status which restricts all outgoing communication. However, the file is under your name and we feel it is reporting to the credit bureaus correctly, if you believe this to be a mistake, please contact ***************************************** to confirm your identity so we may investigate further.

Customer Answer
Date: 12/01/2024

Complaint: 21121174

I am rejecting this response because:
I do not trust this company because obviously they have my information on unlegal way. I am hesitant to share my personal information with them. Equifax, my company, investigated my case, removed it from my account, but PRA seems unable to comprehend that I did not make any purchases from Wayfair. It would be helpful if they could investigate where the product was sent, as it was clearly not to me. And do not harrasting me. My wallet was stolen in 2018, and I reported it to the police, suggesting it might be a case of identity theft.

Sincerely,

*******************
Business Response
Date: 12/01/2024
If you feel the file in question is of fraudulent nature and a police report was filed, can you please forward a copy to ******************************************* so that we may investigate further.
Customer Answer
Date: 12/01/2024

Complaint: 21121174

I am rejecting this response because:
They should to contact with equifax. Anyway I sent my police report number to them.
This case still on project, and do not solved. That's why i rejected this response.

Sincerely,

*******************
Customer Answer
Date: 15/01/2024

Complaint: 21121174

I am rejecting this response because:

They should to contact with equifax. Anyway I sent my police report number to them.

This case still on project, and do not solved. That's why i rejected this response.

Sincerely,

*******************

Customer Answer
Date: 18/01/2024
I already gave the requested information but they do not respond. Also at least they should to let me know what is all about. So disrespectful.
Customer Answer
Date: 18/01/2024
I already gave the requested information but they do not respond. Also at least they should to let me know what is all about. So disrespectful.
Business Response
Date: 23/01/2024
This matter is still being reviewed, once completed, we will let you know the outcome through email.
Customer Answer
Date: 23/01/2024

Complaint: 21121174

I am rejecting this response because:
They still didn't investigate after more than a half year.Also they do not belive to equifax.
Sincerely,

*******************
Customer Answer
Date: 24/01/2024

Complaint: 21121174

I am rejecting this response because:
They still didn't investigate after more than a half year.Also they do not belive to equifax.
Sincerely,

*******************
Business Response
Date: 01/02/2024
Upon further investigation, it was determined that the file in question was sold in error by the original creditor and they have taken the file back. We've also sent a request to the Credit Bureaus to have the collection line suppressed.
Customer Answer
Date: 02/02/2024
I would like to know who is responsible for this mistake.
TIA
Best regards
*******************
Customer Answer
Date: 10/02/2024

Complaint: 21121174

I am rejecting this response because:I need detailed information about this case to ensure it never happens again.
Could you provide it pls

Sincerely,

*******************
Initial Complaint
Date:05/01/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Spam calling me without answering
Business Response
Date: 08/01/2024
Your complaint has been received and forwarded to the ********************* for review and response.
The phone number in question has been added to our Do Not Call list.
Initial Complaint
Date:28/12/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They are harrasing my phone daily !!!!.They are searching for a woman who is in debt named chantelle.I am not channtelle nor do I know her !
Business Response
Date: 04/01/2024
Your complaint has been received and forwarded to the ********************* for review and response.

Upon reviewing the file associated with the number provided, I see no one has ever answered our call to let us know we had the wrong number. Now that we've been made aware, we can certainly mark it as wrong and stop the calls.

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