Consumer complaint received 2017-09-16
Company: North Shore Agency, LLC
State: OR
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
To whom may concern, XXXX has refused to cancel our phone lines since XX/XX/XXXX. My wife and I each has a phone with XXXX under the same account. Attempts to cancel the plans were also made on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. At this point I opened a complaint with the FCC.
XXXX is still claiming one line is open and has been entered into a collection status. I have subsequently requested to dispute the debt with XXXX, per the letter XXXX sent me. Today isXX/XX/XXXX and I am again on hold with XXXX. So far today, I have been told I can not dispute this debt. The CSR then said, " please hold while I transfer you to a supervisor. '' 15 minutes later the same representative came back on the line and said I would be unable to speak with a supervisor. I then asked politely to speak to her supervisor and was refused. I then asked if I was able to dispute the debt because of the case I have open with XXXX and the FCC and was told " No ''. At this point I said I thought I was allowed to speak to a supervisor, and the CSR replied, " they ca n't help you. Your line is active and you need to pay this. I 'm gon na put you in the hold queue for the supervisor. '' It is XXXX ( XXXX XXXX XXXX ) on XX/XX/XXXX. I have been on hold for 57 min and counting. I will remain on this line until someone answers.
XXXX is threatening my credit score in writing and are continuing to refuse to cancel our phone service. The phones from XXXX have not used any data service, placed a phone call or text message sent since the initial call on XX/XX/XXXX to cancel service. Additionally, the woman I spoke with in that initial call said boxes would be mailed to me to return the leased XXXX phones. I was told by a XXXX store employee I could not return one of the phones due to the past due balance on my account until the balance was paid. The problem is that the balance includes additional months of service. I canceled the lines in front of witnesses at the XXXX XXXX store when our new phones were activated, and I have offered to pay my bill through the month of XX/XX/XXXX which would still be longer than when we used their, XXXX 's, service.
I am now facing a nearly {$800.00} phone bill and more threats of collection action. I have been trying to pay what I owe since the first call I made in XX/XX/XXXX when my account was current, my monthly charges were {$130.00} ( roughly ), and I thought I was a good customer for 5+ years.
In total I have spent over 9 1/2 hours of my personal time on the phone with XXXX over the last 3+ months trying to resolve this issue. I have some notes from each call I 've placed to XXXX, and since the calls have been from my new cell phone I have the time and duration of each of the many calls. This issue has caused me and my family a great deal of anguish.
I was told boxes could be sent for the devices ( phones ) as early as I would like, so I asked them to be sent ASAP. When no boxes arrived I became suspicious and placed my next call to XXXX  mentioned in the comment above. The phones have not been in use since the beginning of XX/XX/XXXXwhen we got our XXXX phones.
XXXX, allegedly a supervisor at XXXX, got on the call after an hour and 20 min. XXXX told me I could not dispute the dept, and that the executive team is already reviewing the case. I asked XXXX to clarify as I just received a letter telling me I can file a dispute claim for the charge. He said the debt was already being disputed and that I need to wait for a call from the executive team to handle this issue. My concern here is that XXXX, XXXX 's employee, told me no dispute was open and I could not open a dispute.
Please advice and thank you for your time.
regards, XXXX

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