Consumer complaint received 2023-05-07
Company: MRS BPO, LLC
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
This is a dispute with MRS BPO , LLC that originated with XXXX XXXX XXXX XXXX XXXX 

After three years of paying XXXX ( XXXX XXXX ) as agreed and one year after the initial incentive expired, they raised my monthly bill a second time. 

XX/XX/XXXX, I called and requested the monthly charge be kept at the current rate. I was told there was nothing they could do, and they would not negotiate the current terms. 

With this information, I shopped other internet providers and chose a competitor to switch to. The new competitor set an appointment for a week or so down the line. They then came to my home and established service. 

That same day I called to XXXX ( XXXX ) to cancel their service. At that point they attempted to negotiate to keep me as a customer. They offered to lower my monthly billing to the initial incentive billing ( lower than I requested ) and to pay any cancelation fee to the new provider. 

If they had offered to negotiate when I first called, I would have not changed providers. But I this point I had spent the time and effort to find a new provider and it made no sense to call them back that same day and ask them to cancel the service they just established. I also didnt trust XXXX to come through with their offer as this contradicted what the previously said they could do. 

After a long hard sell from the XXXX representative, I declined XXXX offer. At this point they said I was due {$99.00} for the current months service which stared two days prior to me calling. I agreed to pay for the two days of service I utilized but it did not make sense for me to pay for 28 days of service that I would not be using. The agent indicated they are charge on a monthly service fee basis and they would not waive the other 28 days. She described the service fee that it was like XXXX. Once you cancel, you have access to the service to the end of the period. 

This comparison makes no sense since I can watch XXXX after cancelling but I can only use one internet provider at a time. Plus, if they had worked with me in a timely manner, we would not have gone two days into the next billing cycle. I was told that was my fault because I did not read their terms of service. 

I again agreed to pay for the two days of service I but requested they waive the charge for the remainder of the period. I was told they could not waive the charge and they can not negotiate the charge. Wait, I was told they could not negotiate when I initially called to have them not raise my monthly billing but then they were willing to negotiate when I called to cancel? 

XXXX did not act in good faith when trying to come to a satisfactory resolution. This was a one-sided negotiation by XXXX who chose to negotiate only when it benefitted them. 

They had me for a customer for three years where I paid on time each month. I was not looking to change providers, but I moved to another provider because their policy on retaining a customer doesnt kick in until you actually call to cancel. Their response was to hit for another {$99.00} as I went out the door. 

Again, I will pay XXXX for the two days of service, but I am not paying them the {$99.00} out of the principle of the situation. They have a horrible policy of not negotiating the service fee. 

They have not only lost me as a current customer but as a future customer as well. I feel it is ironic that almost daily I receive a XXXX solicitation for service in the mail. How foolish is it to drive away a customer and them beg for their business at the same time. 

XXXX previously sent my account to XXXX XXXX XXXX XXXX XXXX which I disputed with the CFPB. XXXX corrected the reporting to the credit bureaus. 

XXXX subsequently sent my account to MRS BPO , LLC for collection. I provided them with the information on my dispute with XXXX. They did not respond to the information provided. 

On XX/XX/XXXX, MRS BPO , LLC reported an unpaid collection to XXXX and XXXX credit bureau services. 


MRS BPO , LLC XXXX XXXX XXXX XXXX XXXX, NJ XXXX ( XXXX ) XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief