Consumer complaint received 2019-01-14
Company: ERC
State: GA
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
On XX/XX/XXXX I cancelled mobile phone services with XXXX and ported my phone numbers over to XXXX XXXX. XXXX informed me that my mobile devices would need to be returned and if not fee associated with the devices will be added to the final statement. XXXX also stated that they would be sending postage boxes for the return of the devices. My state came from XXXX in XXXX which reflected the fees associated with non-return of the devices. We received the postage boxes from XXXX at the end of XX/XX/XXXX and returned the devices. XXXX send a statement in XXXX which reflected that the devices were still no received and an associated fee was added. We contacted XXXX who confirmed that the devices had been returned and that an updated final statement would be sent to our address of XXXX XXXX XXXX XXXX. XXXX XXXX, XXXX, GA XXXX. We waited approximately two months but no bill came. We contacted XXXX who stated that they sent a bill but when they confirmed the address they forgot the apartment number. The address was updated and XXXX state another bill would be processed. They requested that we go into a XXXX store which I did and they were unable to assist me in locating my account be my account was over 200 days old and was in an internal collection status. I attempted to log into my online portal for XXXX and it would not provide me a copy of the bill and it just stated that I owe a balance of {$1700.00} which was the previous balance with device fees. I contacted XXXX again in XXXX to request and itemized statement and again they stated that it would be mailed. After waiting 30 days I called XXXX again because I did not get a bill and I was informed that they could not find my account and stated that a statement was sent to my address. Again XXXX had the incorrect address and it had to be updated again so that the statement could be sent again. While waiting on the statement I received a phone call from a third party collection agency who stated that XXXX contracted them to collect on the account. I explained the situation and all collection efforts were stopped. I contacted XXXX to inquire about the bill at which time no request was found for a final statement to mailed. XXXX them made another ticket order to get my statement to me and halted all collection efforts. On XX/XX/XXXX I received a phone call from XXXX and when I picked up no one answered and the caller hung up. I called the number back and was transferred to ERC Collections who stated that XXXX has contracted them to collect on my account. I attempted to explain to them the situation and they stated that they were the legal owners of the account and payment would need to be made. I requested validation and made a dispute for the total balance due. I also asked that all collections effort cease until they can confirm with XXXX whats going on with the account but they did not want to assist and demanded payment. I contacted XXXX internal collections on XX/XX/XXXX at approximately XXXX hrs and spoke with XXXX who at first stated my balance was XXXX and then stated that she saw additional charges which raised the balance to XXXX. I made another request for an itemized statement which was granted and I was provided the Interaction Number # XXXX. She confirmed my address and observed that the address on field was missing the apartment number which could have been the reason why I did not get the statement from the previous request. I also confirmed with XXXX that XXXX was still the legal owner of the account and the ERC was on contracted to collect on the account. I was then instructed by XXXX to reach out to ERC and informed them of the status of the account and the account statement. I reached back out to ERC and informed them that XXXX is working on updating the the final statement and providing me with and itemized statement. ERC stated that the account was in a dispute and has been returned to XXXX for review.

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