Consumer complaint received 2018-04-02
Company: I.C. System, Inc.
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was already discharged in bankruptcy and is no longer owed

Complaint:
I called XXXX XXXX XXXX to disconnect and cancel service for my DSL account in XX/XX/XXXX. I was not able to reach that dept via the automated system and after several days of failed attempts I went to the XXXX   XXXX store at XXXX in XXXX XXXX TX. They were able to connect me to DSL customer service ; I was told by the rep that due to my troubles of trying to get through and constantly getting the wrong department within XXXX XXXX XXXX on their customer service line that my service would be backdated with a cancellation date of XX/XX/XXXX. Representative informed me I would receive a bill in XXXX. Advised that I did not owe that amount but due to their billing cycles the bill would still be generated so if I paid the bill I would be sent a check in the mail once the account was rectified. Just to be safe I paid the bill. However, that cancellation was not put through correctly by the representative. I did not notice there was an issue until XXXX. I called again and there was never a cancellation put through. They finally were able to effectively cancel the account in XXXX. I received a final bill in XXXX for {$120.00}. Those charges were incurred after my initial attempt to cancel and close the account in XXXX and are unauthorized/erroneous charges. I have been fighting with the company ever since to have that amount adjusted. I have been told numerous times they are crediting my account. After several months of this communication and nothing being resolved I started to worry they would send to 3rd party collections. I called again and XXXX XXXX XXXX placed an accounting hold on the account while it was taken care of. Then I started receiving letters from collections. One from IC Systems- whom i called immediately and filed a dispute. I have exhausted all avenues at this point and every time I call XXXX  they say they will credit the account, but every month i receive the same past due bill. IC Systems will not do anything on my behalf ; all direction has to come from XXXX and XXXX has told me they will not contact IC Systems to recall the account from collections because the account has been credited. However, I am applying for a home loan and do not qualify for the best rate due to the collections debt from IC Systems on my report. I went to an XXXX XXXX XXXX branch today after being hung up on twice in the automated customer service phone line ; and was disconnected and hung up on in the branch with their rep as well. 

I have 2 letters ( via email ) from XXXX XXXX XXXX dated XX/XX/XXXX stating " Thank you for your recent call to XXXX XXXX XXXX XXXX. This is a confirmation that as of today XXXX of XX/XX/XXXX XXXX XXXX XXXX adjusted the bill with account number ****** under Mr. XXXX for a total amount of {$120.00}. If we can be of further assistance, please do not hesitate to call us on XXXX. We at XXXX XXXX XXXX XXXX  value your business and look forward to speaking with you again. Sincerely XXXX, Service Representative XXXX  XXXX '' I have another letter dated XX/XX/XXXX stating " This is to confirm that we have adjusted {$120.00} from your XXXX XXXX XXXX bill. This adjustment will reflect on your XXXX bill. We apologize for any inconvenience this may have caused you. If we can be of further assistance, please do not hesitate to call us on XXXX. We at XXXX XXXX XXXX XXXX  value your business and look forward to speaking with you again. Sincerely XXXX, Sales Manager ATT Consumer Services '' I have no more avenues to explore to get this situation resolved. I am applying for a home mortgage to move my family for my husbands job relocation and am not able to qualify for the best rate due to this issue on my credit ; this one and only issue on my credit. 

Please help. 

I can reference additional employee numbers of whom I have spoken with during this 14 month battle to have this removed.

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