Product: Debt collection

On XX/XX/year>, I purchased a phone upgrade, an XXXX XXXX and two accessories from XXXX online, order # XXXX. A down payment in the amount of {$210.00} was charged and processed on my debit card ending in XXXX. I received the cell phone and accessories via XXXX on XX/XX/year>. 
On XX/XX/year>, due to the XXXX XXXX not working properly and possibly being defective, I returned all purchased items to XXXX. I also received the proof of delivery for all items from UPS : XXXX XXXX return Tracking # XXXX ( Delivered to XXXX  in XXXX XXXX, TX on XX/XX/year> ) XXXX. Accessories ( Cord and Adapter ) return Tracking # XXXX ( Delivered to T-Mobile in XXXX XXXX XXXX TX on XX/XX/year> ) I received an email from XXXX, dated XXXXXXXX XXXX stating that the returned phone had been received and a refund in the amount of {$140.00} was being processed. I also called XXXX on XX/XX/year> to inquire about the receipt of the accessories. I spoke with a representative name XXXX. She stated that the accessories had been received, but the refund had not yet been processed. XXXX advised me to wait an additional ten days for the accessories refund to be processed. 
Several days later, when my refund for the XXXX XXXX had not appeared in my account, I phoned XXXX again. I spoke with a representative named XXXX, who later transferred me to his supervisor named XXXX. I was told by both XXXX and XXXX that XXXX would not be refunding my account because they were stating that my original payment of {$210.00} from XX/XX/year> was never processed, which was completely false. XXXX was requesting an additional payment of {$210.00}. While speaking to XXXX, with his consent, I conducted a conference call with my bank, XXXX XXXX. The XXXX XXXX 24hr banker was able to verify and confirm the completed payment transaction to XXXX  in the amount of {$210.00}, transaction completed on XX/XX/year>. XXXX, from XXXX, advised me to file a dispute with my bank for my refund, which I did. I was successful in winning my dispute because the proof was within XXXXXXXX XXXX system ( transaction and authorization numbers ) proving that XXXX had indeed received and accepted my XX/XX/year> payment of {$210.00}. 
Not only had XXXX  received my original payment of {$210.00}, they had also received the returned items : XXXX XXXX, cord, and adapter. All three items had been returned and were in their possession. Yet, XXXX refused to grant me a refund and falsely stated that they had not received my XX/XX/year> payment of {$210.00}. 
Needless to say, I immediately closed my account with XXXX due their dishonest practices and lies. ( I believe their is a current class action lawsuit against XXXX due to the very same or similar practices. ) Through, XXXX XXXX XXXX, XXXX is currently trying to collect on a payment that was already received by them. They have also added fees and taxes to the amount which was already paid. Those fees and taxes are not applicable. 
I am requesting CFPBs assistance in resolving the matter. Also, I believe that XXXX return/refund practices need to be investigated. Through my research online, I have encountered several blogs that detail very similar experiences such as my own. Their requests for double payments and refusal to refund customers after receiving returned items is dishonest and criminal.