Consumer complaint received 2018-08-01
Company: SUNRISE CREDIT SERVICES, INC
State: UT
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
To whom it may concern, In XX/XX/2017 I had gone to XXXX for their XXXX XXXX offer. When speaking with the salesman their at XXXX I was presented with the offer that I could give XXXX my phone from XXXX XXXX XXXX and that XXXX would payoff the remaining portion of my contract to XXXX XXXX XXXX. The rep was clear in communicating that only the contract portion would be paid and that any remaining balance for phone service would be my responsibility which I did pay. XXXX gave me a monthly price of what I would be paying for the exact same phone over the term of my contract along with the amount of my service monthly. The salesman did not at anytime indicate anything other than my monthly payment amount and that my remaining contract balance with XXXX XXXX XXXX would be paid in full. I spent 3 hours in the store waiting for the sales person to port my telephone number from XXXX XXXX XXXX to XXXX and provided them with a screen shot at the store of my remaining amount owed to XXXX XXXX XXXX {$590.00} at that time. I was told by the sales man that that was all they would need from me. When I reached home I received a text from the sales person stating that he needed me to send another screen shot of the remaining balance from XXXX XXXX XXXX which I did. The message I received in response was that everything was taken care of and that nothing further was needed from me.While in the store I was never told about the reimbersement coming in the form of a prepaid card virtual or otherwise this was all recent information provided by a response I received from an executive department and only AFTER I had submitted a complaint to the XXXX. I had given the XXXX salesman my account number and balance on the account along with my phone from XXXX XXXX XXXX. I was very much understanding that they would be paying off the contract per what the salesman told me. Months go by and I start to receive collection letters from a Sunrise Credit Service stating that I owe them for and outstanding balance for an XXXX XXXX XXXX account. I contacted XXXX XXXX XXXX to see why this was happening and was told that the collection is for the contract balance of my contract that was never paid off. I then contact XXXX to see why this was never done and they state that the information I provided which was the screen shot of my remaining balance to XXXX XXXX XXXX was not sufficient proof for me to qualify for them to payoff the account because my phone number was not on the screen shot that I sent them just my account number was I spent the next few minutes arguing with the representative that made no sense because XXXX had a screen shot from the XXXX XXXX XXXX billing app that was on the phone I gave to them, the same phone they ported my phone number from XXXX XXXX XXXX and that should have been more than sufficient " proof '' that that was my account. I was told at that time that I needed to provided them with a statement from XXXX XXXX XXXX with the phone number not the account number. I contacted XXXX XXXX XXXX again waited almost two months to get this billing statement from XXXX XXXX XXXX something about not being able to put in a change of address more than twice within a certain time frame. I am currently and have been receiving harassing collection calls from the collection agency regarding this outstanding balance and have been told that Im in risk of them taking legal action on this account. I can not afford it to pay. When I received the statement finally I contacted XXXX to be told that time frame wise they are unable to go through with the reimbursement because too much time has lapsed. I explain that this was not my fault that I was not given correct information from the very beginning and that I would like this rectified. I m then told by a supervisor that all they would reimburse me for is for {$300.00} because a portion of the reimbursement was used to pay for the phone. I told the rep that I pay for the phone monthly along with my service and that was incorrect. The supervisor told me that that was the way that the contract was set up and that nothing more could be done. To this date I have a negative mark on my credit and an outstanding balance that is still currently owed to Sun Rise Credit Services which I have been told will soon go to garnishment if not paid total balance is now {$630.00}. Had I known that I would have any additional cost to XXXX XXXX XXXX because XXXX was not upfront about this Promotion and what they do to get you in the door I would have never changed providers. I have also communicated to XXXX that the only reason why I have not left their company is out of fear that another phone provider will do the same dishonest act and then I will have additional debt. I have communicated through a complaint to the XXXX  that the salesman at the XXXX was not forthcoming with any of the information that I have recently been provided with from the response that I received from XXXX XXXX in XXXX executive response department and I feel as if the information provided by the sales person was deceptive at best and I communicated this to Ms XXXX by stating what the basis of my complaint was in my response, " Fraudulent misrepresentation occurs when a party to a contract knowingly makes an untrue statement of fact which induces the other party to enter that contract. Fraudulent misrepresentation also occurs when the party either does not believe the truth of his or her statement of fact or is reckless as regards to its truth. A claimant who has been the victim of alleged fraudulent misrepresentation can claim both rescission, and damages.as a consumer feel very taken advantage of and I also feel like Im not being heard and just bulldozed over. I communicated to Ms.XXXX that as a consumer I should not be carrying the financial burden when a representative from their company does not provide full disclosure of a promotion and only provides what is lucrative to a customer. I have also asked to find out if the employee benefited in commissions from me signing a contract with XXXX and that has not been addressed either. I do not feel that what I am asking from XXXX is unreasonable I have simply asked that the amount that is now owed to collections agency be paid in full so this collection agency does not start garnishing my wages. I now have a derogatory mark on my credit that will be there for at least seven years, yet XXXX still is receiving their monthly payment for not only the balance of my contract but also my phone service every month on time. The very least they could do is prevent me from having a garnishment on my credit due to their employees dishonestly or lack of knowledge.The information that Ms XXXX has provided as to how the XXXX XXXX  Promotion should have presented is not what I am disputing I am disputing that this was not what information was privided by the salesman employed by XXXX and had I been given ALL information regarding this plan I would never had signed a contract that left me owing more money I would have stayed with the current provider at that time.

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