Consumer complaint received 2019-07-23
Company: AFNI INC.
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
Back in XX/XX/XXXX, I went into a local XXXX XXXX XXXX authorized re seller to purchase a new XXXX XXXX I was not currently an XXXX XXXX XXXX customer ( previously a XXXX customer ) so to preorder the phone, they had to setup a new phone line and create an account for me. 

I came back to the store a few weeks later when the phone came in stock, and unknowingly, the representative created another phone line for my account even though they already created one when I first preordered the phone. We later noticed the issue when I received my first phone bill that was for 2 phone lines ( each with XXXX installments being charged to it ) but I was only in possession of 1 phone. I went back into the store to have the phone line removed, but I was told that we were no longer in the 14 day window when they would be able to cancel the additional phone line from my plan in person and they would need to submit a ticket to have the additional line cancelled. I was told the issue would be resolved on my next billing cycle and that the representative from XXXX XXXX XXXX was going to be handling the correction. 

In the mean time, my phone bill was not correct because I was being charged for the duplicate phone installment and an additional phone line, so I refused to pay the phone bill until the issue was resolved. In early XX/XX/XXXX, I was informed that the bill was going to be sent to a collections agency due to the outstanding payment and that my phone service was going to be suspended. 

To resolve the issue, I then had to drive over to the corporate XXXX XXXX XXXX store in XXXX XXXX, XXXX, where I explained the issue and ended up speaking with the district manager for the authorized resellers. I was told multiple times that the issue was going to be resolved however the issue kept getting worse. To fix the issue, they had to accelerate the installment plan on my XXXX XXXX, and then my current invoice included the full {$1000.00} to pay off the entire phone. I was told that once the phone was paid off, they would be able to cancel the duplicate phone line. It took a few weeks for them to actually credit off the full XXXX charge, and to keep my service on, I ended up making a partial payment for the services incurred on one of the phone lines. 

The district manager finally assisted with cancelling the XXXX charge from my additional phone line, and then they were able to cancel the extra phone line and correct the installment of my XXXX back on to the correct phone line that I transferred over from XXXX. I was also told that my phone bills were corrected due to the duplicate charges and additional fees that were being assessed due to non-payment when the original invoices were incorrect. 

Since then, I no longer thought there was an issue of an outstanding balance due to XXXX XXXX XXXX and thought that the issue was resolved with the original amount going to collections. Also, since this issue arose I also signed up for XXXX XXXX XXXX home internet and my bill was always paid in full, and there has never been any indication that there was an outstanding balance. 

Today ( XX/XX/XXXX ) I received another call from a collections agency on behalf of XXXX XXXX XXXX to collect on an outstanding {$30.00} ( of which I don't even believe that I owe ).

Company response to consumer: Closed with explanation