Consumer complaint received 2019-09-14
Company: CCS Financial Services, Inc.
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
I moved to XXXX from XXXX on XX/XX/2019 where XXXX does not provide service. When I called weeks before to cancel service for this reason, I was told that there would be no cancellation fee and that I would not need to worry. When I dropped off my equipment on XX/XX/XXXX, I also confirmed I did not owe any more money in person. 

On XX/XX/XXXX, I noticed I was charged a termination fee, called and they said they would have it removed. The next day, seeing no action, I used the chat function on their website to confirm. They told me that they had raised a " ticket '' and it would be taken care of. 

On XX/XX/2019, I received a bill with a balance of - {$1.00}. This led me to believe this was resolved and I carried on with my life. On XX/XX/2019, I received another bill with the fee back on the bill, showing that I owed {$220.00} all of a sudden. I contacted XXXX and they assured me not to worry and that this would be taken care of ( I have a copy of this chat and more ). 

This weekend, XX/XX/19, I received a letter from Credit Collection Services on behalf of XXXX, showing that they have sent this to collections. This is 12 days after I talked to someone again who assured me this has been escalated and would be taken care of!! 

Today, my husband tried to call while I was at work and they would not help him because there was no Supervisor working, and told him to call back in an hour, so I went onto the chat function from work. I was able to get with a " supervisor '' on their chat function who could only seem to copy and paste content from previous chats or contracts. He refused to see that a human being who worked for XXXX told me over the phone that this would be waived. Therefore, it should be waived. Instead, he continued to mention some " ticket '' that I had no access to and which status was never communicated to me, saying that " the resolution was valid. '' He refused to understand that I was told over the phone and in person that this would be waived, but instead just kept telling me " the ticket was resolved '' and the " charge was valid. '' He then tried to add my husband as a user so he could call in ( again I was chatting from work where I could not answer the phone ), said he was added in the chat ( saved ), then my husband called in and they said he still was not a user and they could not help him. They've been impossible to work with and I am at my wits ' end ( which you will see in the chats ). I have tried to communicate with them 8-9 times and there has been no resolution. They will see these attempts if they bother to look at the account that I have been trying to reach a final resolution since XX/XX/XXXX. 

I find this all to be incredibly abusive and misleading. Why send a - {$1.00} bill if you planned to charge me the fee? Why send me to collections 12 days after I clearly tried to reach out to rectify it and gain an understanding? 

Now, after the time wasted on hold or waiting on chats, and the XXXX XXXX of receiving the first collection letter I've received in my entire life, XXXX absolutely owes it to me to follow through on the original promise of waiving this fee. 

The only resolution here is for this to be waived. It's ridiculous that this took over two months to " resolve '' despite my constant efforts to understand, and XXXX XXXX solution is to fail to communicate with me but instead send us to a collection agency and hide behind that. They also need to make absolutely sure that Credit Collection Services NEVER reports this to the credit bureaus as I have made every effort to understand and resolve this. 

Attached documents : 1. ) Live Chat.pdf - Chat from XX/XX/XXXX, showing my confusion and frustration at the surprise bill. 
2. ) Live Chat XX/XX/XXXX.pdf - Chat from today, showing their complete inability to resolve the situation and the " supervisor 's '' tactic of copying and pasting things, not answering my questions and essentially bullying me. 
3. ) Scanned Documents.pdf - Bill showing - {$1.00} balance and Collection bill

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation