Consumer complaint received 2023-05-27
Company: I.C. System, Inc.
State: KY
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
The account on file is on behalf of XXXX XXXX XXXX XXXX XXXX. It is showing on my credit report with IC Systems Collections. On multiple occasions myself and my husband were told we did not have anything further that was due or any equipment to turn in for multiple reasons. Once my account was terminated they then told me I owed the amount shown. I tried multiple times to discuss this with them and have them listen to the phone calls that are supposedly recorded as proof and they refused, said I lied and told me I owed this amount. There should be multiple recordings of them advising I couldnt turn in equipment due to covid and then when I completely cancelled all services with them I specifically asked if I showed anything else due and was told no. Also set up a pickup time to pickup the remaining equipment I had and he never actually picked it up. I have dates that can be provided for most things as needed. And on top of that, I never once agreed to pay IC systems anything. I dont owe that company, or the one they represent anything. 

During covid I called XXXX to cancel our cable. We were advised that due to covid there were no drop off locations open or available to return our equipment to and they were not taking back equipment. Due to covid. Aside from one box and remote, out of 4 I had in my home, the other 3 stayed in my phone from that time until I cancelled our internet. I dont have the exact date that the cable was cancelled, but can probably find out if needed, although it should be on file with the company. At no time during this period did I receive any bill or communication requesting their equipment back for the cancelled cable. Then on XX/XX/2022 I called to cancel our internet service with them as we had changed providers. Before I ended the call with him I asked, do I show that I owe anything else at all. I was placed on a hold and he came back and said I showed nothing else outside of the internet modem and I had 14 days to return it. Then on XX/XX/2022, my husband returned the modem to a local store and was told that we still showed other equipment out there that needed to be returned. He informed her of what we were told and she told him that was not the case and their office was never closed. EVERYWHERE closed at some point during covid. Her name was XXXX at the XXXX ky office. I reached Out to customer service multiple times after this and provided them with dates, context of the conversations and what was told and asked that they listen to the recordings of the phone calls because I no longer had the equipment they were asking for, with the exception of 1 box and remote, that was upstairs in a kids room. When youre told twice that you have nothing left showing to return why would you continue to keep those items just sitting in your house? They refused and just kept telling me it was owed. I then set up and appt for a local person to come to my house around the end of XXXX, sorry I dont Remember the exact date, but I do know it was scheduled on XX/XX/XXXX for him to come to my home and pick up the remaining box and remote I had, to be set out on my porch for him to pick up. That box and remote is STILL sitting on my back porch to this day, over a year later. I also Offered to pay for the box and remote that I got Rid of before completely cancelling my entire account with them to cover that, and that was also not acceptable. At this point, I am Still willing to return the box I have At my home and pay for the box and remote I got rid of after the first time I was Told I didnt Have to return anything, even though, I was Told I didnt Have to as all locations were closed. I was Then also told that when I spoke With someone on one occasion that the gentleman I spoke With on XX/XX/XXXX couldnt see my whole account then why place me on hold to check and see if I show That Im owed anything else. They have been beyond unhelpful in this entire process even after trying to work with them in multiple ways, and now they have turned an account over to a collections company which is negatively affecting my otherwise good credit. I have Never once had any issue like this with any other company and when I can Give you dates that I was Told certain information to verify what I was Told and you refuse to listen and say that I would never have been told that is a terrible way to handle things.

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