Product: Debt collection

I am submitting this formal complaint to report XXXX XXXX for a consistent pattern of deceptive billing, unauthorized service enrollment, coerced upselling, and failure to provide contracted internet services. 

I have been a customer of XXXX  since XXXX, and over the course of my service, I have experienced the following serious issues : From the outset, I clearly and repeatedly informed XXXX representatives that I did not want any streaming services or add-ons associated with my internet plan. 

Nevertheless, in XXXX and other yearXXXX XXXX  shipped me an XXXX XXXX XXXX XXXX XXXX XXXX  without consent, later claiming it was sent by accident. Despite these claims, I was subsequently billed for XXXX streaming services associated with the XXXX XXXX XXXX, which I never signed up for, never authorized, and never used. I requested refunds for these unauthorized charges, but XXXX refused, citing vague and non-transparent terms of service. 

After relocating, I was required by XXXX to open a new account, which I believe was an intentional move to erase my service and complaint history regarding these unauthorized charges. 

I was paying $ XXXX for internet, yet consistently experienced upload speeds dropping to XXXX XXXX for hours at a time, including during low-traffic periods like XXXX XXXX. 
I opened multiple customer support cases and filed FCC XXXX XXXX. XXXX under the subject : " XXXX Unjustified Throttling of Internet Upload Speeds and Business Practices. '' Multiple technicians were dispatched over the course of weeks, found no hardware issues, and installed monitoring equipment. They acknowledged in person that XXXX was throttling my connection and that simply paying morewithout any hardware changeswould resolve the issue. 

In response to my complaints, XXXX replied in writing that they do not throttle internet and that any speed issues were likely due to neighborhood congestion. However, this explanation is implausible, as the throttling occurred at XXXX AM and other low-usage hours, often lasting for hours. 

This forced me into reluctantly upgrading to a more expensive internet plan just to regain basic functionality. After doing so, the internet issues were instantly resolved, further suggesting XXXX was deliberately throttling my service under the lower plan. Despite this, XXXX began increasing my monthly bill without proper notice or agreement, charging me above the originally quoted and accepted rate. 

I eventually closed my account due to illegal upselling and paid all valid charges. However, XXXX continues to harass me for {$84.00}, which includes charges I believe to be fraudulent, unauthorized, and based on services that were never delivered. 

I refuse to pay for non-rendered services, hidden fees, or any charges stemming from unlawful and deceptive practices. 

These actions demonstrate : 1. Unauthorized enrollment in services I explicitly declined ( XXXX XXXX  ), 2. Manipulative throttling and misrepresentation of network conditions, 3. Coerced upselling based on artificial service degradation, 4. Non-transparent billing and unauthorized price increases, 5. Ongoing harassment and collection attempts for illegitimate charges. 

I respectfully request that the CFPB : Investigate XXXX practices, including deceptive billing and throttling, Mandate refunds for all unauthorized charges, Impose penalties or corrective action for violations of consumer protection laws, and Consider referral to appropriate state and federal legal authorities if warranted. 

I am also evaluating the pursuit of a lawsuit against XXXX to recover damages and hold the company accountable for these repeated violations. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX