Consumer complaint received 2018-01-06
Company: Amsher Collection Services, Inc.
State: GA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
XXXX had been my cellular carrier since XX/XX/XXXX. In the summer of XX/XX/XXXX I built a home in XXXX, Ga. It was discovered that our ( myself and my daughter ) cellular service did not work in the area due to poor coverage. In turn, we contacted XXXX and equipment was sent out that XXXX assured us would be free of charge. We were also told that we would be reimbursed for the entire time that we did not receive service ... ..we were never reimbursed. 
At any rate, upon selling the home in XX/XX/XXXX XXXX was contacted, informed that we were moving and asked for guidance on what to do with the equipment. I was told that I would be sent a return label that could be tracked as well as used to ensure that when they received the equipment it would be scanned for proof that it had been received. The equipment was boxed up and returned to XXXX using a XXXX XXXX  in XXXX. Although the equipment was returned to XXXX using a return label received from XXXX and they received the equipment undamaged ; almost a year later I was told I was being charged for this equipment that I was sure I had returned immediately after I sold my home. 
In the summer of XX/XX/XXXX around XXXX or XXXX I switched carriers due to once again poor service and them failing to contact me after promising that they would do so ; this was the second time they failed to contact me in reference my lack of service. Any and all debt owed to XXXX had been paid in full. In or around XXXX of XXXX of XX/XX/XXXX, I received a bill in the mail for over {$700.00} stating this was the amount owed to XXXX for equipment. In XXXX or XXXX I contacted XXXX after receiving this one and only bill alerting me that I owed this amount ; this was incorrect. 
When I contacted XXXX In or around XXXX or XXXX of XX/XX/XXXX, after being very persistent and spending approximately 2 days and several hours on the phone with XXXX, I was finally able to get them to search for and locate the equipment and even then I had to wait another 2 or 3 days for them to call me back to let me know whether or not the search was successful. I was told that the equipment had been received and never logged or scanned in noting it had been received. Instead it had been placed in the warehouse and left there. I asked the representative what happened that I was not notified of the missing equipment, until now, after I had left XXXX services. There was no answer given. I then attempted to go over the bill and find out why they were alleging I still owed a balance. The representative initially began to try and break down the amount that they alleged I owed. I explained to him that the phone I was using with XXXX may have had a balance of {$20.00} or {$30.00} dollars, if not paid in full as should my bill. Then the representative began to refuse to change anything stating that they could no longer see the account due to the fact that the account had been turned over to a collections agency. I asked how it was that he was telling me what I owed just a minute ago if he could not see the account and the representative attempted to transfer me to someone else. No one would even attempt to contact the collections agency nor would they allow me to speak to a manager stating the management would tell me the same thing which was, the account had already been sent to collections. The representative left me on the line so long that when he returned to the line he could not remember why I was on the line to begin with. I asked if he was refusing me the opportunity to speak to a manager and he said yes, he could do that because he could answer my questions just as well. Once I advised him what we were discussing he stated all management was busy and repeated what he told me about turning the account over to collections. Someone was supposed to contact me in reference this issue and to this day no one has. This was the third time in two years that XXXX had promised to call me back. The first 2 times were during my time as a customer in reference my service and the fact that it ( service ) was again not working in my area and I wanted to get credit toward my bill due to the inability to use my phone. I never received a call and decided to switch carriers. And the third being when I was trying to work out the balance even though I knew I did n't owe the balance ; I was at the least willing to try and discuss the issue.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation