Consumer complaint received 2023-05-24
Company: Convergent Resources, Inc.
State: MN
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
The company at issue is XXXX XXXX who I had a contract with for Cable/Internet Services for on or around XXXX or XXXX of XXXX this contract was ending after two years. 
I made a couple of calls to XXXX XXXX prior to the contract end date, hoping to resolve what I can only describe as a notable speed reduction in services provided, and the response was to upgrade my package and pay significantly more than I already had been. 
I informed XXXX XXXX prior to the end of the Contract, that I intended to seek services with a competitor in the hopes that they would resolve the speed decrease, and I would not have to switch my internet service. 
It was again suggested that I pay more to upgrade, which I refused to do. 
About two weeks prior to the end of the contract I informed XXXX XXXX that I had a date scheduled with my new service provider within a couple of days, and I wished to know where to send the equipment they had provided as part of their package. 
I was told that following the final date of the contract I would be sent packaging with return information to send the items back to XXXX XXXX. 
At the conclusion of the contract I again spoke with a gentleman from XXXX XXXX and paid my bill over the phone noting that one of the other reasons for changing providers was the rat maze I had to navigate in order to pay my bill every single month. 
This occurred when I was required to possess a number assigned by XXXX XXXX that I had never actually been provided, while simultaneously having to remember an email password combination that required me to alter ANY password I would choose by adding special characters, and numbers until It was no longer my password, and certainly not one I would or did remember. ( This was an issue month after month, for the entirety of the contract. It was not uncommon for me to spend a couple of hours once a month trying to locate the correct information simply to pay my bill, and there are likely ample complaints filed by me regarding this matter. 
Given that the remedy XXXX offered was to pay over the phone with a live agent for an added convince fee which l if I recall was like {$10.00}. 
My final conversation was upon receipt of my final bill which I paid over the phone with a live agent at which time I asked what they wished for me to do with their provided equipment, which I had no need for as I had my new internet for nearly two weeks by the conclusion of the contract. I was told that return packaging was being mailed out, and that I had paid my bill in full to conclude our business and avoid an {$85.00} fee If I recall I would only need to send the equipment back to XXXX XXXX. 
The return packaging never arrived as promised, and after it sitting on my kitchen table for nearly 3 months I contacted XXXX XXXX to request the packaging be sent. 
I was then informed that I owed them {$81.00} which I immediately stated was not true and that I had paid when I last spoke with the representative. In fact I believe when I called before I even was able to state my reason for calling the system recognized my number and the service person answered the phone stating that this was an attempt to collect a debt. 
I immediately stated I had paid in full and wished to return the equipment for which I had not been provided the requisite return packaging. This call lasted some time with the tech checking the system and noting that there was NO past due, or NO outstanding balance in the system and that I would be mailed said return packaging. 
Some three more months pass and still no packaging I received a call from XXXX XXXX regarding this {$81.00}, I tell them I have already had this conversation previously with a tech at the number they had on their letterhead, I asked if this {$81.00} was for the equipment I had tried to return as the amount stated for failure to return the items was this general amount and was told that it was NOT for failure to return equipment. ( Which I still had in my possession ). 
At this point I believed that I was being scammed so following this call I immediately called XXXX and told them I had received a call for this {$81.00}, and believed I was being scammed, to which the rep stated they have no outstanding balance in their system, and that I likely was being targeted as a scam. I was then promised return packaging was on the way and that I owed no more money. 
Now more than two years later I receive a collection letter from a collection agency trying to collect a debt, which I do NOT believe I owe, and I have repeatedly tried to address to no avail. 
That XXXX has wasted an immense amount of my time and energy for a debt that I have been repeatedly told I don't owe when contacting them, and have even been told that this is likely a scam. 
I pay my bills as I am trying to buy my first home, and at this same time was dealing with items not received from XXXX which took more than XXXXwo years itself to resolve, and I was only able to do so with the Assistance of the Minnesota Office of the Attorney General. And even after a successful resolution at precisely this time my credit had already been significantly affected, and two years later i am just getting back to the level it was before the damage. 
But given the circumstances of that time, I believed the customer service representatives I spoke with who said no debt was owed, and that I was likely being targeted. 
Furthermore, I have lived in the same residence since XXXX and have not received a single written communication regarding this supposed debt, which had I been billed for this debt I would have paid if when it came due, and had it come to me in the form of a collection letter two years ago I would have investigated the claim and paid it if it were legitimate. 
But to claim after all my efforts to clarify for what I owe this debt and continually being told by the company that there is no debt makes this harassment, and it's unacceptable. 
I will not pay any sum of money to XXXX XXXX who claims two years later that I owe them a debt, of {$81.00}. 
But they can pay me {$160.00} which is {$81.00} a year which is what I charge for storage of equipment that I am still awaiting return packaging for.

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