What is Expert Global Solutions?
Expert Global Solutions (aka EGS or NCO Financial, and now Alorica, Inc.) was a third-party collection agency based in Horsham, PA. Alorica, Inc. recently purchased EGS and merged its business operations into Alorica’s larger global call center corporation. Information about EGS is inconsistent, but this company and Alorica have received many complaints alleging harassment. If you have been contacted by EGS or Alorica, know your rights before responding.
The Better Business Bureau (BBB) has 69 different profile pages for Expert Global Solutions or EGS Financial Care. There are local mailing addresses throughout the United States, but all the listings generally indicate the same toll-free telephone number and headquarters location in Horsham, PA. A few exceptions report a headquarters in Plano, TX. EGS’ founding is alternately reported as 1928 or 1966, except for the Plano location, which was opened in 2013. The BBB categorizes EGS as a collection agency.
Buzzfile indicates EGS’ headquarters is located in Horsham, PA, but lists their founding date as 2015. Buzzfile categorizes them as a telemarketing service with an annual estimated revenue of $66,000 and a staff of only 1.
The BBB has 26 listings for Alorica, Inc., including one for its subsidiary, West Telemarketing Corp., with founding dates varying among 1999, 2007, and 2014. Buzzfile indicates a founding date for Alorica of 1999, a headquarters located in Irvine, CA, an estimated annual revenue of $3.6 billion, and a headquarters staff estimated at 100 people. Alorica has call centers and employees in many different countries.
EGS’ website redirects visitors to www.alorica.com. Alorica has posted a press release announcing “that it has completed the acquisition of Expert Global Solutions, Inc. (EGS). The resulting $2.4 billion Alorica is now the largest customer experience business process outsourcer servicing the U.S., and third largest globally.” Alorica offers call center services for the communications, healthcare, media & entertainment, financial services, retail & consumer goods, transportation & logistics, technology, travel & hospitality, energy & utilities, and public-sector industries. Their call center services include customer service outsourcing, sales, technical support, administration, collections, fraud investigation, credit, and payment.
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Complaints against Expert Global Solutions EGS (now Alorica, Inc.)
Since March 2015, the Consumer Financial Protection Bureau (CFPB) has logged 55 complaints against EGS and 109 complaints against Alorica, all of them for issues related to debt collection. The number of the BBB’s listings for these companies makes it difficult to track complaints accurately, but several linked pages list 53 complaints against EGS closed in the past three years, 7 of them in the past 12 months. Similarly, Alorica’s variously linked BBB listings report only one closed consumer complaint. Ratings for EGS range from A+ to A- and include some listings with a rating of NR (no rating); ratings for Alorica range from A+ to B- and include several listings with a rating of NR.
Expert Global Solutions
400 Horsham Rd., Ste. 300
Horsham, PA 19044-2140
Telephone: (877) 278-2306
5 Park Plaza #1100
Irvine, CA 92614
Telephone: (949) 527-4600
Sample Complaints and Cases against Expert Global Solutions EGS (now Alorica, Inc.)
In September 2016, a complainant notified the BBB that EGS representatives had been calling “at least a dozen times a day, from different area codes,” which is a violation of the Fair Debt Collections Practices Act (FDCPA) provision prohibiting excessive numbers of phone calls in a specified time period. Furthermore, this complainant indicated that because the charge EGS was attempting to collect was the result of identity theft, their collection efforts and reports to the credit reporting agencies represented further violations of the FDCPA and the Fair Credit Reporting Act (FCRA). EGS responded by ceasing all further collection activity on the account. The single BBB complaint against Alorica alleged 7 years of charges for “debt protection” that the complainant claims not to have authorized. After contacting Alorica and requesting a refund, Alorica declined, indicating they would need time to research the matter. Interestingly, many of the cases of civil litigation against Alorica do not involve debt collection practices; instead, they allege violations of labor and civil rights laws resulting from illegal management practices. For example, a judge in United States District Court “conditionally certified a nationwide Federal Labor Standards Act (FLSA) class of all individuals who work or have worked as Alorica CSRs between August 9, 2010 to” October 24, 2013 for Alorica’s involvement in employee payroll violations. In addition, in a 2012 case filed in United States District Court, Southern District of Florida, an Alorica employee was fired after requesting unpaid leave to recover from stress related to complications with her pregnancy. The judge upheld the plaintiff’s right to charge Alorica with a violation of the Florida Civil Rights Act.
Understanding Your Debt Collection Rights
The Fair Debt Collections Practices Act (FDCPA) and the Fair Credit Reporting Act (FCRA) prohibit collection agencies from engaging in unethical business practices. The FDCPA’s provisions include prohibitions against the use of abusive or threatening language; harassment; or the use of false or misleading information to collect a debt. The FCRA regulates how collection agencies and creditors report delinquent debts to credit reporting agencies. Additional consumer protection laws include the Telephone Consumer Protection Act (TCPA) and the Consumer Financial Protection Act (CFPA). The complaints above illustrate how consumers have successfully asserted their legal rights against overly aggressive collection agencies.
These laws also provide individuals with a means to seek monetary damages in court. For example, the FDCPA allows consumers who have been violated to recover damages of up to $1,000, plus attorney fees and court costs. Seeking legal assistance can help you find relief if you believe your rights have been violated.
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What Our Clients are Saying
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