Consumer complaint received 2023-10-09
Company: Diversified Adjustment Service, Inc.
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
I am writing to file a formal complaint against XXXX regarding a severe issue I have been facing with their services. My identity was stolen, resulting in the fraudulent opening of a T-Mobile account in a different state. Despite my diligent efforts to resolve this matter, I have encountered significant hurdles that I believe warrant your attention. 

On XX/XX/XXXX, I contacted XXXX 's customer support in an attempt to rectify the situation. Regrettably, the assistance provided has proven to be grossly inadequate and, in some cases, appears to violate the Fair Credit Reporting Act ( FCRA ). Specifically, I have been repeatedly asked to verify my account through methods that are unfeasible given the circumstances. Furthermore, I have been denied direct access to the fraud department, which I believe is my right as a consumer seeking to address a case of identity theft. 

I would like to outline the sequence of events for your reference : XXXX. On XX/XX/XXXX, at XXXX XXXX, XXXX requested account verification through a message that I found to be unreasonable given the nature of the situation. 

XXXX. XXXX from XXXX introduced herself - over twitter - since I had no other way to reach them as they refused to provide me with the number for their fraud department. She expressed empathy for my situation. She acknowledged the time and effort I have already invested in attempting to resolve this matter. While I appreciate her assistance, the prescribed steps seem to be impractical and in violation of the FCRA. 

XXXX. I provided the requested account number and explained that I received a bill at my old address in Florida, which was subsequently forwarded to my current address in California. The bill indicates a balance of {$1200.00}. I also mentioned that I reported the identity theft to the Federal Trade Commission ( FTC ) and implemented a credit freeze over a year ago. 

At this juncture, it is imperative to highlight that T-Mobile has not yet verified the debt in question, making the insistence on account verification and the inability to directly contact the fraud department impractical and, in my view, potentially detrimental to my rights as a consumer. 

On XX/XX/XXXX, I received a message from XXXX, a representative from XXXX, who attempted to provide guidance on filing a Fraud form for a written-off account. However, the requirements outlined are impractical and, in some cases, impossible to fulfill : XXXX. The demand to include " XXXX '' in the police report is unattainable. This request places an undue burden on the victim of identity theft, as it is beyond their control to dictate the contents of a police report. Additionally this account was opened two years after I initially reported the identity theft to identity theft.gov and that I could have seen into the future what fraud might occur. 

XXXX. The assumption that I have knowledge of the account 's status is misguided. XXXX sent a bill to my previous XXXX  address XXXX which was then forwarded to my current residence in XXXX, where I have resided since XX/XX/XXXX. This discrepancy further complicates the resolution process. 

I made it clear that my preferred method of contact was via phone call, as initially promised. Unfortunately, XXXX XXXX social media platform does not permit outbound calls to unverified accounts. This limitation further hinders effective communication. 

In light of these challenges, I beseeched XXXX to call me directly and provided them my number, yet they refused. 

This is not my debt. XXXX has made it impossible to resolve this and it has severely impacted my credit. 

I believe that XXXX 's approach to this matter is both unreasonable and non-compliant with established consumer protection laws. I implore the Consumer Financial Protection Bureau to investigate this case thoroughly and take appropriate action to rectify the situation. 

Thank you for your prompt attention to this matter.

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