Consumer complaint received 2018-04-16
Company: I.C. System, Inc.
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Communication tactics
Sub-issue: Frequent or repeated calls

Complaint:
My XXXX grandmother was being charged for an XXXX XXXX XXXX bundle that included TV, Internet service and telephone. She was sold a bundle of services she did not need, such as cable and internet service. She did not have internet capabilities, nor did she have a TV. She was sent to a retirement home in XX/XX/XXXX. In XX/XX/XXXX, XXXX XXXX XXXX was contacted and all the services, except for home telephone was cancelled .Many calls were placed to XXXX XXXX XXXX for help with XXXX XXXX bill. After many calls, and weeks of trying to get someone to help with our questions on her charges, the service agents were not able to look up her bill, or explain why she was being billed for services she did not use, I finally asked for a supervisor in the XXXX side of XXXX XXXX XXXX, to look up how much internet service had been utilized in the previous months. XXXX had not utilized internet service at all. The supervisor assured me her bill would be credited for any unused services. It was agreed to keep the home telephone service activated, and the remaining bundle would be cancelled. However, not only was it not credited as promised, a new contract was not sent nor was one signed for just the home telephone service. After a month, we elected to cancel the service completely. After canceling the service, XXXX XXXX XXXX continued to deduct the payment directly from her checking account. I notified XXXX 's bank of the the charges from XXXX XXXX XXXX, and requested the bank to not allow XXXX XXXX XXXX to deduct fees from her bank account. Additional charges after I cancelled the service bundle were then disputed. ( which was the end of XX/XX/XXXX ). XXXX XXXX XXXX continued to try and deduct the amount from her bank account, and after many unsuccessful attempts, XXXX XXXX XXXX started sending collection notices and balances that should have been credited. Additionally, It was researched and determined by her bank on XX/XX/XXXX, ( XXXX ) that she did not owe XXXX XXXX XXXX any remaining balance, and her account was credited for {$340.00}. A letter was also sent from XXXX to XXXX XXXX XXXX with a complete explanation of findings. This was on XX/XX/XXXX. Copies of the bills from XXXX XXXX XXXX were sent to XXXX, but the XXXX XXXX XXXX bills were so confusing it was obvious they could not prove where there were credits made to her account after the services were cancelled. Within that time frame, after her bank disputed the charges, I personally spoke to over a dozen people at XXXX XXXX XXXX trying to get a final bill to pay. The copies of the bills that were sent were so confusing with credits and debits. I was transferred over and over, and waited for hours on hold just to get a final bill to pay. XXXX XXXX XXXX kept sending out overdue statements, and every single statement was different from the last. At the beginning of XX/XX/XXXX, XXXX XXXX XXXX turned the overdue balance over to a collection agency. The collection agency has been calling and harassing my XXXX XXXX XXXX grandmother, who has XXXX, at the facility she is at, and asking for payment. The bill is now well over {$900.00}. for some reason. I will contact the collection agency again today, and ask them to cease contact. Additionally, I have copies of letters from the bank if needed. 
Thank You!!

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