Consumer complaint received 2023-11-01
Company: I.C. System, Inc.
State: TX
Product: Debt collection
Sub-product: Telecommunications debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
I opened a XXXX account in XX/XX/XXXX. In XXXX of XXXX, a phone ( XXXX XXXXXXXX XXXX ) I ordered had been stuck in transit, sitting at a local XXXX for 3 weeks. XXXX told me they would be turning the phone around in transit and shipping it back to their warehouse. One Phone ( XXXX  XXXX ) I ordered came but had taken 5-6 weeks as well and I was not happy with XXXX at this point. I called and canceled service and shipped the phone that had arrived ( XXXX XXXX ) back to them. I called in XX/XX/XXXX after receiving a notification about the phone ( XXXXXXXX XXXX ) they had to turn around because it had been stuck and sitting at XXXX for 3 weeks. They told me their own tracking showed the phone had made it safely back to their warehouse but they could not locate it themselves to scan it in and to call back in a month. I asked " what if this charges me {$1500.00}? '' The customer service rep told me she would remove my payment information because " You do not owe this and you can not remove payment information if there is a balance on an account such as this ''. She removed my payment information. I called back in XX/XX/XXXX to check and was told by the gentleman that they have sent this to a supervisor because once again, I am told this is their fault they lost the phone again but this time in their own warehouse. I was asked again to call back the next month to check. I asked this gentlemen " what happens if this never comes off. What happens if this hits my credit? '' He replied " hmmmm you're right, that would be bad, I'll have a supervisor call you. '' NO ONE EVER CALLED ME. I call back XX/XX/XXXX, again, same story, profuse apologizing, sending to supervisor, telling me " I'm so sorry, I do see the notes here, this isn't your fault, you do not owe this ''. I call in XXXX and XXXX of XXXX, SAME STORY. But when I call in XX/XX/XXXX, I am told I have been turned over to COLLECTIONS!! My exact fear and what I called about monthly!! I have worked very hard on my credit, never made a late payment anywhere and have always paid my accounts. In XXXX, I called multiple times a day for a week, a supervisor tells me after a " long review '' that there is nothing they can do and that I should have called and handled this sooner ... ...... I call back but XXXX only hangs up on me at this point until XX/XX/XXXX. IC systems, the DEBT COLLECTOR told me to write my letter explaining all of this, I did and they deemed I did not owe this from the notes XXXX had to submit with my dispute. But guess what?? XXXX has submitted me to XXXX now, ANOTHER DEBT COLLECTOR!! I called on Monday, XX/XX/XXXX to the XXXX department for my 100th time and now I am waiting on yet a 4 review of a " supervisor '' and I am not hopeful. I should not be paying {$1500.00} for a phone I never once touched and that XXXX confirmed with me repeatedly they recieved back, in a timely manner but apparently couldn't locate to " scan '' at their own facility. This has put a big dent in my credit. XXXX hangs up on me repeatedly and IC systems threatened me until I mailed them the letter containing this information and the email where the XXXX XXXX removed my payment proving they said I have not ever owed this debt on this phone. Please help me.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation