Product: Debt collection

This issue involves an account I opened with XXXX communications. I signed up for internet service towards the end of XXXX, 2015. They showed up to connect it on XXXX XXXX. It did not work, so they returned on XXXX XXXX. It still did not work. They have a XXXX full refund policy, and, since it did n't work, I opted to cancel the service. I phoned them and canceled on XXXX XXXX. 

I had ordered a modem from them, when signing up for service, and it had arrived before the appointed connection time. The charge for the modem was approximately {$100.00}. Since I could not use the service, I needed to return the modem. The modem came with a return shipping label with XXXX, so I used this to return it, keeping a shipping receipt. It was shipped XXXX XXXX. 

On XXXX XXXX I received the bill for the modem. I assumed the modem had not been received and processed yet, so I did nothing. The due date for the bill was XXXX XXXX, so there was plenty of time. 

On XXXX XXXX I received a call from a collection agency, wanting me to pay for the modem. I was surprised to hear from a collection agency, as I 'd only just received the bill, and it was n't due for some weeks yet, but I worked with him, anyway. I explained it had been returned and gave them the tracking number. We both confirmed it had been received by XXXX on XXXX XXXX. He said a credit had not been issued yet, but was probably just still being processed. Made sense. He said he 'd send them a note and we concluded the conversation amiably. 

On XXXX XXXX, I called XXXX to confirm the credit was processed. I was told it had not been, but they saw it was received, so the person I spoke with said they 'd get the credit issued, and gave me a reference number, that I assumed was associated with the credit. 

On XXXX XXXX, I received another call from the collection agency, Convergent Outsourcing, Inc.. This time from a rather hostile person, who demanded personal information from me to confirm my identity, even though it was her calling me. That 's a very unsafe practice, but since I knew what it was about, I gave in. I had to get past her angry demeanor to explain the situation to her, but when she checked and saw it had been received, she relented and said she 'd send a not to XXXX, because the credit had not been issued, yet. After talking to her, and now a little upset, I called XXXX, again, and when I got to billing, I found out the credit had, indeed, not been issued. He also said he could not issue the credit, because the account had been closed. But he did transfer me to " finance '', and I talked to another person there. After explaining the situation to him, he said he 'd issue the credit, and I stayed online with him until he said it had gone through. 

Today, XXXX XXXX, I check my mail, and there is a letter from the collection agency trying to collect, again. Please keep in mind, the bill is still not due until XXXX XXXX, the modem was proven to be returned to them on XXXX XXXX, according to XXXX, and I have spoken to 4 people at XXXX, XXXX of which said they had issued a credit, and XXXX people at the collection agency, who both checked that the modem was returned and noted such to their records. Still, I am hounded. I am hoping the letter was sent before my last conversation, but am not counting on it. 

I do n't understand why I went straight to collections when I cancelled my account. It was my first bill, so no bad credit experience with them. I canceled because they could n't get their product to work, so not my fault. And the collection attempts started just days after receiving my first bill, and weeks before it was due. I do n't know if this is their normal practice, but felt you should know about it. 

Sorry the letter was so long.