Consumer complaint received 2022-01-02
Company: Prince Parker & Associates
State: IL
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
This complaint relates to wireless XXXX XXXX XXXX ( mobile ). I had 4 lines of cellular service. On XX/XX/XXXX - I phoned XXXX XXXX XXXX  by dialing XXXX from my active primary cellular phone line XXXX. In speaking with an agent, attached you will find the payment installment agreement made to prevent service interruption. 

XX/XX/XXXX - payment arrangement - {$350.00} XX/XX/XXXX - payment arrangement - {$420.00} The agreement total is {$780.00} The 1st installment {$350.00} due on XX/XX/XXXX was presented to the bank on XX/XX/XXXX. The payment was returned by the bank on XX/XX/XXXX due to insufficient funds. 

The payment was submitted in excessiveness which caused overdraft fees. 

I phoned XXXX XXXX XXXX by dialing XXXX from my cell phone. I spoke with an agent, advised them of the payment returning, and that I was experiencing hardship. I asked if I could reset the arrangement. The agent advised that the payment had not returned in XXXX XXXX  XXXX 's system, the installment agreement is active and can not be reset or modified until the returned payment posts. I was advised to call back in the coming days to reset the agreement once the payment return. The agent advised I would have the opportunity to reset the agreement prior to service disruption. 

My service was interrupted on XX/XX/XXXX, a hard shut off, and I was unable to phone by dialing XXXX to reach an agent. 

I phoned XXXX  via land line to discuss a new payment arrangement. I was told by several agents and supervisors that a payment of {$1100.00} had to be paid immediately in order to restore service. I advised all agents and supervisors that I was unable to make a payment of {$1100.00} due to hardship and of the previous agent notation regarding resetting the arrangement that returned of {$350.00}. XXXX XXXX XXXX did not investigate or try to resolve the conflicting information. 

Due to the nature of my work from home agreement - a mobile code is needed to access the XXXX. I advised XXXX XXXX XXXX that I was willing to work with the funds I had available but needed 10 days until my pay check deposited to make a substantial payment. I offered {$200.00} to pay immediately and begged for an extension due to hardship. I also advised that service interruption would impact my job and I could not afford adverse action by my employer. XXXX XXXX  XXXX did not allow me to set another arrangement and demanded the {$1100.00} to be paid. I asked for escalation and nothing went beyond the supervisors. 

I advised XXXX XXXX XXXX that I would have to find an alternate plan of action and that I would need to seek a temporary affordable solution until I am able to pay the {$110000.00}. The agent advised I had 59 days before my account would be transferred to a third party collection agency. I advised XXXX XXXX XXXX that I would need to port 2 out of 4 of my lines to ensure I am able to activate service with a pre-paid company to continue working. 

On XX/XX/XXXX, my XXXX XXXX XXXX service was cancelled. As I could not dial XXXX from the XXXX cellular phone - the automated system would not route me to collections or an agent to discuss my bill and a resolve. I phone XXXX XXXX XXXX excessively, exhausted all avenues of communication as the system would continually route to another department. When speaking with several agents in other departments, they too tried to route me to the wireless department and were unsuccessful. I determined that XXXX XXXX XXXX 's system is flawed and appears to have a system that will route active customers to live agents and customers who are discrepant or not active will not get the same routing. The automated system blocks customers by not routing to live agents to resolve. 

On XX/XX/XXXX, my 4 lines were transferred to a 3rd party company, Prince Parker- with a balance of {$3600.00}. I do not agree with this balance. I advised Prince Parker I wanted to dispute with XXXX. 

I have exhausted all efforts to communicate with XXXX XXXX XXXX, speaking with several agents who have delivered inconsistent information. I was successful in some cases in speaking with a few agents but could not get routed to the correct department to continue conversations as I wanted to make the payment of {$1100.00} and restore service. 

The agents advised that I would have to pay {$3600.00}. I was not given the opportunity to dispute the amount as the system will not route me to speak to someone in collections by phone number. The balance was demanded as sale promotions were removed. I offered to return the equipment and I was told I could not, full payment is due. I now have XXXX mobile phones, XXXX smart watches that can not be utilized/unlocked until the balance is paid to zero. 

I was told even with payment the {$1100.00} because service was canceled, I would still be responsible for the equipment full price. I asked for escalation to dispute, I was advised there is not a department of manager that I can speak with to find a resolution. I believe XXXX XXXX XXXX has inconsistent, unfair, and predatory business practices that do not support the customer in agreement to the terms and conditions.

Company response to consumer: Closed with explanation