Consumer complaint received 2022-03-05
Company: I.C. System, Inc.
State: CO
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
The last phone of my service with XXXX was cancelled in XXXX of XXXX. 

In XXXX of XXXX ( see attached email ), I was threatened to be sent to collections for an unpaid bill. The phone service at this point had already been disconnected since XXXX. After several attempts to contact XXXX customer service, waiting on hold for more than XXXX minutes, and being disconnected twice, this email was sent. There was no reply to the email. Following this email, I continued my efforts to pay the bill and after several more attempts was able to do so. At which time the final bill was paid and all service disconnected. Or so I thought. 

Then in XXXX of XXXX ( see attached email ) I was again threatened with being sent to collections for an unpaid bill. After spending multiple hours on the phone again with customer service, I was notified that while the bill was paid in XXXX and the phone number had been disconnected for several months, the lease on the phone had not been stopped. Apparently, XXXX felt that it made sense to keep a lease on a phone that no longer had service ( Since XXXX ). This was after the phone call in XXXX in which all services were to be disconnected. At this time, after several hours on the phone, I wished the issue to be closed and paid the outstanding balance. At this time XXXX did cancel the accounts and sent a return label to return the phone. The phone was returned as promised with no further communication. 

Then in XXXX of XXXX I was contacted via phone by IC Systems, Sprints collection agency, for an unpaid bill. I responded immediately to IC systems and disputed the charge. I was told by IC systems that the charges were for the phone never being returned. I assured the IC systems rep that the phone had been returned and the rep told me that he would mark the charge as disputed, get in touch with XXXX, and respond to me, and that it would not go on my credit as long as it was disputed. A response was never received. 

Then in XXXX of XXXX, IC systems again called me. The representative had no knowledge of the previous call and stated that they would not call XXXX and that they were not sure why I had been told that they would. At this time I disputed again that the phone had been returned and the IC systems representative told me that I would need to contact XXXX to discuss the matter of the returned phone. I called XXXX, and while the hold times were significantly better, the customer service representative was unable to resolve the problem. After being on the phone with the customer service representative for more than an hour I was told that the phone was in fact returned but was damaged. I asked what the damage was, as the phone was sent back in good condition. The customer service representative said that the notes did not say what the damage was, just that it was damaged, and there was nothing that could be done other than pay the outstanding bill. At this time I her that was not acceptable and that if she was unable to at least tell me what the damage is ( really should have pictures ) that I was not going to pay more money to sprint. She said there was nothing that she could do, at which time I asked to speak with a supervisor. After waiting on hold for XXXX minutes, I spoke to a supervisor. After explaining the situation to the supervisor I was put on hold again. After being on hold for ANOTHER XXXX minutes I was cold transferred to the IC systems main number. This was without an explanation or a resolution to the problem, AFTER BEING ON THE PHONE WITH XXXX FOR OVER AN HOUR AND A HALF. I then spoke to the IC Systems representative that answered the phone and was told that IC Systems would not be able to assist me and that I would need to contact Sprint. 

I sent the attached letter on XX/XX/XXXX to XXXX and IC Systems. I have yet to receive a response. At this point it feels like I have no recourse. The phone was returned in good condition. XXXX says that it wasn't, but is unable or unwilling to even be able to say what was wrong with it. So I can just pay the money, or deal with it on my credit, which feels very unfair. I think they should at least tell me what was wrong with the phone, but should really have pictures or something. 

I feel that this situation is unacceptable and that the practices being employed by XXXX and IC Systems are in violation of the Fair Debt Collection Practices Act ( FDCPA )

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