Consumer complaint received 2019-03-10
Company: Sequium Asset Solutions, LLC
State: IL
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:
The XXXX XXXX XXXX debt of {$470.00} is invalid. It should not be collected on my credit reports from the 3 credit reporting agencies ( XXXX XXXX XXXX ) which destroy my credit. 

Contrary to its promise, XXXX XXXX XXXX devices ( for which I already paid $ 1000+ for them ) did not work with XXXX. I asked XXXX XXXX XXXX ( XXXX ) to help solve the issue, but XXXX XXXX XXXX did not cooperate. 

XXXX XXXX XXXX provided wrong instruction for unlocking its devices. After I paid off the balance of my phones on XX/XX/2018, XXXX XXXX XXXX told me that the devices would be unlocked and then work for other carriers. I waited a few days and received an email of unlock instruction ( first email of unlock instruction, attached below ). I followed the instruction but without success. The instruction says max 5 tries are allowed before a phone becomes permanently locked to XXXX XXXX XXXX. I suffered a lot. I called XXXX XXXX XXXX customer care. I waited another few days and received another email of unlock instruction instruction ( second email of unlock instruction, attached below ) .which is completely different from the first unlock instruction. I followed it and seems like it was successful. However, when using the phones with XXXX, I never had mobile data connection. I had unlocked other XXXX XXXX XXXX phones in the past and they work well with other carriers -- but only one unlock instruction was received. Therefore, I believe that problems happened somewhere inside XXXX XXXX XXXX which caused my phones does not work with other carriers even if I paid them off. It is illegal for XXXX XXXX XXXX to sell defunct product. Either XXXX XXXX XXXX refunds the money I paid for the devices, or replaces them with functioning devices. 

-- -- -- -- -- -- -- -- -- first email of unlock instruction -- -- -- -- -- -- -- -- -- - From : XXXX XXXX XXXX Order Status XXXX Sent : Thursday, XX/XX/2018 XXXX XXXX  To : XXXX Subject : We approved your unlock request Use these instructions to unlock your device. 
Device IMEI number : XXXX Request number : XXXX Hi XXXX, Your unlock code : XXXX Unlock instructions : 1. Power off the device and remove the SIM card. 2. Power on the device. 3. Enter # XXXX, the unlock code, and #. The device cycles off and back on. Note : You are allowed five attempts to unlock before your device permanently locks to the XXXX XXXX XXXX network. Note : If your device has been altered from the original manufacturer? s standards, such as rooting the device, your unlock code may not work and you will need to contact the original manufacturer for assistance. 


-- -- -- -- -- -- -- -- -- second email of unlock instruction -- -- -- -- -- -- -- -- -- - From : XXXX XXXX Sent : Wednesday, XX/XX/2018 XXXX XXXX  To : XXXX Subject : Subsidy Device Unlock Request Thank you for contacting XXXX XXXX XXXX Customer Care about unlocking your XXXX XXXX XXXX XXXX device : CASE : XXXX IMEI : XXXX UNLOCK CODE : XXXX We have reviewed your request and confirmed that the device may be unlocked. Please allow 24 hours upon receipt of this notification to complete the unlock process. To unlock your device, simply : Five unsuccessful unlock attempts permanently locks the device to the XXXX XXXX XXXX network. 1 ) Power off the device, remove the battery, and insert a non-XXXX XXXX XXXX SIM card. 2 ) Re-insert the battery and power on the device with non-XXXX XXXX XXXX SIM. 3 ) The device displays Enter the device unlock code. 4 ) Enter the unlock code. 5 ) Press OK.

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