Product: Debt collection

We are filing a formal complain against XXXX after months of trying to solve the issue on our own. XXXX has engaged in deceiving business practices and has defrauded our personal credit card for over one year. We had XXXX account No. XXXX. We need to give you a time frame and chain of events of what we are disputing. 

1. We had a home security contract with XXXX for over 15 years at XXXX XXXX XXXX, XXXX, FL XXXX. During that time we had adequate services with this company, timely service and repairs when needed. When we moved from that address on XX/XX/XXXX we talked to XXXX and asked about our moving, the customer representative at that time stated to us that we did not need a new contract on our new house because of our loyalty to XXXX. XXXX will just transfer the service to our new location once established. 
2. After we closed on our new home on XX/XX/XXXX, we contacted XXXX to re-start our service on our new location at XXXX XXXX XXXX XXXX, XXXX, FL XXXX. A technician showed up a couple of week later, check the equipment and presented documents to be signed after the installation. We did not read them and just signed them, assuming was the usual after installation satisfaction. We later find out that the document I signed to the technician upon completion of his job contained a line where I agree to a lengthy contract. Again, all of this after being offered verbally and guaranteed no need for a new contract or account after having them as security providers for several years. To us this was deceiving and unfair. 
3. Soon after our service was started in XXXX, we were confronted with the worse possible service, frothed with multiple false alarms that were disregarded by XXXXs technicians as our lack of understanding of the system. We had multiple calls and were always told, nothing is wrong with the system, even though we explained we were awaken in the middle of the night or alerted during the day that there was a fault or opening on a window or door. In XX/XX/XXXX when we considered that XXXX had a breach of contract and lack of response to our concerns, we decided to cancel our contract and requested to close our account. A technician was sent and removed all the equipment. At that point we assumed our account has been cancelled and closed. 
4. In XX/XX/XXXX, while preparing our tax returns we found out that XXXX has continued charging our credit card account a monthly {$48.00} after my request of cancellation of services for account No. XXXX many months ago, and XXXXs technician removal of all equipment. We contacted XXXX about the issue, all customer service representatives stated we have active service and we were obligated to continue paying. Only on XX/XX/XXXX a customer representative on billing was willing to listen and review the entire record. She was able to find all past notes and noticed the note of cancellation on XX/XX/XXXX, she told us she will make that effective for XX/XX/XXXX and a refund from that date forward will be issued on a check that may arrive in approximately two weeks. 
5. On XX/XX/XXXX we called again and were informed the refund has not been processed yet and the time for processing will be between 7 and 10 days. We also were re-affirmed that cancellation requested on XX/XX/XXXX would be effective on XX/XX/XXXX as per previous communication. On XX/XX/XXXX we called again and were told by customer representative in the business department that a refund has been issued and a check will take two to three weeks to arrive, around XX/XX/XXXX.

6. During the past week, my wife has been receiving phone calls from a collection agency naming XXXX as the beneficiary and we the debtors. These harassing phone calls have been made daily, and sometimes twice a day. My wife tried to tell them that instead of owing anything to XXXX we are expecting a refund for services not rendered after the contract was cancelled due to breach of contract by XXXX. 
7. On XX/XX/XXXX we called XXXX to completely clarify the issue. The customer representative, XXXX with ID # XXXX, told me she has nothing to discuss because our account has been turned over to a collections agency. I asked to review all the notes on the account to which she responded, on XX/XX/XXXX you requested removal of equipment because of remodeling a completely false statement. During that time we were undergoing a remodeling to our kitchen and was around the same time when we called to request cancellation of services because of failure to keep the contract by XXXX due to multiple unsolved alarms and issues completely disregarded by XXXX. The same representative stated she did not had to listen to me anymore. When I requested to be transferred to her supervisor she refused stating that I said I would use my lawyer. What I told her was that we consulted our lawyer about what to do, and were instructed to call again and try to solve the issue based on the previous notes from multiple phone calls. 
8. XXXX has been charging our credit card {$48.00} every month for a total of 13 months, as calculated by XXXXs representative on XX/XX/XXXX, totaling {$620.00}, plus or minus some days. Not only we have been defrauded by concealed, deceiving and illicit practices by XXXX but have been paying on a service never received after the removal of their own equipment. Moreover, we demand that XXXX remove our names from their collection agency and immediately cease and desist all harassment.