Consumer complaint received 2019-07-12
Company: Sequium Asset Solutions, LLC
State: PA
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
I had XXXX XXXX for approximately 4 years. In this time frame I never missed a payment or was late on any payment. For the majority of the time I had XXXX I was enrolled in automatic bill pay. 

My contract with XXXX was set to expire in XX/XX/2019. On XX/XX/2019, I was on XXXX 's website attempting to view what my bill would increase to when my contract expired in XX/XX/XXXX. At this time, XXXX 's webpage glitched and sent me to a page that said " Thank you for your XXXX Order -  XXXX ''. I immediately recognized their websites mistake, I had not agreed to a new contract, I did not sign up for a new contract, I did not click any box acknowledging I was getting a new contract. 

The next day ( XX/XX/2019 ) I called XXXX and explained the glitch on their website. I asked them to cancel order XXXX because it was created due to an error on their website. They explained to me they could not immediately cancel but can submit a request and it will be handled in a couple days. They gave me a ticket number # XXXX. 

Despite submitting a ticket to cancel the order, a few days later my bill went up in price. I contacted XXXX on several different occasions because they were not understanding ticket number XXXX should have completely cancelled XXXX. If this had properly worked, I would have paid {$130.00} instead of {$190.00}. They were able to give me a credit but since they didn't properly cancel the order it appeared I was on a brand new two year contract. By this time, all I wanted was to stay on my original contract until XX/XX/2019, then stop my services with XXXX once the contract was completed. 

They shut off my account in XX/XX/2019, per my request and my original contract. However, they issued me a bill of {$300.00} for cancelling a 2 year contract ( Specifically {$230.00} of the {$300.00} was due to cancelling a 2 year contract ). 

I got a letter from XXXX 's internal collections about this account. I called them and after being on the phone for over an hour, the XXXX representative was able to find XXXX as well as ticket number # XXXX. She agreed that the bill was incorrect and they would fix the situation. Unfortunately, actually fixing the problem is something customer service handles, so she transferred me to customer service. I spent another hour on the phone with customer service. They understood the issue and was working to resolve it. I was unable to stay on the phone any longer but they explained they would be able to fix the issue. 

A few months later, I received a letter from Seqium to collect the debt. I called Seqium during normal business hours. Their number sent me to a voicemail, the voicemail says it is full and automatically hangs up the phone. I reached out to Seqium on their website around XX/XX/XXXX and never received a response. I think they may be intentionally difficult to contact. 

Before this issue my credit score was XXXX, I never missed a payment with anyone and never had any credit conflict. This mistake by XXXX is causing my credit to drop 200 points and will take me years to get it back where it was. 

Some of the dates I contacted XXXX are listed below : Online Chat - XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Customer service on the phone - XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation