Consumer complaint received 2018-08-21
Company: McCarthy, Burgess & Wolff, Inc.
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
XXXX/XXXX- I have alarm services with that company when live in XXXX, in XX/XX/XXXX I contacted them because my alarm was disconnected for about two months due to a problem that apparently they could not fixed by telephone or their system and also did not offered any solution. When I called to cancel the services they offered me that a Tech could go to my home and fix the problem, the Tech came in XX/XX/XXXX but did not finish the job because at the time he did not have the correct equipment, a week after that we received the impact of two hurricanes in XXXX, I passed 3 months without electric power. In XX/XX/XXXX I called in order that the technician came back and end the unfinished work. The person came to my house and did not finished the job either, he wants to charge me {$75.00} as a new order and get very rude and hostile trying to charge me that amount before correct the equipment, I told him to leave my house and contacted immediately XXXX and told them what happened and that I was not interested in continue with their service, they told me that a account specialist will contact me, something that never happened. On XX/XX/XXXX I moved to XXXX and because I forwarded all my email to the new address, I received a letter from Monitronics charging me from XXXX to XXXX. I called XXXX explain everything again, told them that I moved from XXXX, my last conversation with their Customers Repr., they informed me that I have to call again at another time because they did not have an account specialist at that hour. Contact them again in XX/XX/XXXX explain all again and the Customer Rep. told me that she will send me an email with documents to sign in order to finally close the account and about the amount billed she was going to forward the information to an account specialist ( first time someone told something about the email the, the documents, a process that was never explained to me in my previous calls ), I  received the email, sing the documents and sent it back. I received a letter on XX/XX/XXXX from a Collection Agency and called them, they told me that XXXX or now XXXX was trying to collect {$610.00} also told me that I could call XXXX to try to correct that amount. I called XXXX and asked to talk with a Supervisor, I explained her all again, but even thought she accept that the security service was not provided she said that she only could reduce {$150.00} from the total amount. Also told me that an email was sent on XX/XX/XXXX to close my account, information that I did not know or was informed when I called them back in XXXX ; I told her to verify that email and when she verified the email address from the XXXX message, it was totally incorrect, but the email that was sent on XXXX have the correct email address. It is totally unacceptable that companies are trying to collect money from their customer even when I called several time telling them that we were not receiving their services, when the customer service just said that they could not help you or don't have the personnel available at the time a customer call, does not forward the calls, messages, problems to the appropriate personnel or explain the appropriate process to help the customers. XXXX/XXXX   accepted that they have record of my calls, have record about the information I just provided, about the equipment malfunction, about that they were not providing me any services, but don't care and have to charge me anyway or my credit could be affected if I did not pay the Debt.

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