Product: Debt collection

We did dispute the issue with XXXX but they were non-responsive to requests and seemed to ignore proof that we never received the phones. I've attached screen shots from XXXX for your reference which clearly show the package was cancelled before delivery to our home and returned to sender after a conversation with XXXX staff. Below, I've listed out the dates and times that I spoke with XXXX regarding this issue : XXXX XX/XX/XXXX @ XXXX - Called and spoke with a gentleman explaining that we had not received the phones yet and they shipping seemed to be disrupted due to a snow storm passing through the area. Explained that we could not wait any longer and he cancelled the order ( which is reflected on Shipment Tracking Information ) and stated that a refund of {$150.00} would be issued back to my account. He also gave me a ticket # XXXX for the transaction. 
Note : On the Shipment Tracking attachment you will note that on XX/XX/XXXX @ XXXX an order was issued to Return to Sender in light of the above conversation. 
Note : On the Shipment Tracking attachment you will note that on XX/XX/XXXX @ XXXX XXXX  XXXX that the package was delivered back to Sender, Left at Dock, Received by Long XXXX XX/XX/XXXX - Spoke XXXX  - received a bill from XXXX for the full amount of the phones. Explained everything above and offered to send them screenshots from XXXX showing returned to XXXX. They started a claim to review. Ticket # XXXX - stated they would email results of review to XXXX within XXXX hours. 

XXXX XX/XX/XXXX- Due to no communications from above claim called XXXX again. Spoke with XXXX. Relayed everything above in great detail and she said she would resubmit with notice being sent to me within 24-48 hours via email ( confirmed XXXX ). 

XXXX XX/XX/XXXX - Received Collection Notice from TSI - Attempted to call XXXX again to dispute as there is clear evidence that the package was never received and that we were never refunded the monies that were promised to be refunded in the XXXX XXXX conversation. Call was transferred to XXXX ( I believe ) and spoke with XXXX XXXX who was very understanding of what was happening and instructed me to dispute the charge and provide proof. 

XXXX XX/XX/XXXX- XXXX XXXX to get information on where to send dispute documentation. 
As you can tell I've kept thorough records of this fraudulent attempt being perpetrated by XXXX XXXX but, above all, I can not thank your staff enough for their amazing behavior and helpfulness during this very trying time. The gentleman I spoke with this evening @ XXXX EST was of the utmost professionalism. You definitely have an amazing team and that is greatly appreciated. 

XXXX XX/XX/XXXX - Called XXXX  because additional information was received stating the debt is still owed. Called and spoke with a XXXX at XXXX XXXX XXXX and she reviewed the case stating that they received the original email in XXXX for the dispute but she could not find where anyone had uploaded any of the attachments. She reopened the dispute and stated to call back in approx XXXX weeks to ensure all documents were received. 

I've attached multiple documents from screenshots of the XXXX XXXX of XXXX, the initial order with the tracking information and what was in the package, the tracking information for said package with detailed movement of the package, the notice of collection letter, an email from XXXX stating that the account was never activated, and the above record of my fruitless communications with XXXX and their lackluster customer service. 

If you need anything else to help settle this matter, please do not hesitate to reach out to me at XXXX. Otherwise, I'll reach out towards the end of the week to check on the progress. 

Thank you, XXXX XXXX