Consumer complaint received 2018-07-20
Company: AFNI INC.
State: OH
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
In XX/XX/XXXX, my 2 year contract was finished with XXXX. I chose not to renew my contract and was told to return XXXX XXXX XXXX, since the phone was still on a lease. I was advised to call XXXX and get directions on sending back the phone. When I called XXXX I was told that I need to go into a XXXX store to return device. I went back to XXXX store in XXXX XXXX, Ohio one week later to return phone. I was told again that the store rep can not take the device it must be sent via post mail to XXXX. I was then given the same number to call and get directions to send back phone. When calling into XXXX for the second time a few days after my visit the store I was told a second time to drop phone in XXXX store. My girlfriend then called XXXX store and was told we were not able to drop phone off at store, she then called XXXX customer service and was able to get box/directions to send back phone. While in contact with XXXX regarding returning the device no one communicated with us I had an outstanding bill of {$170.00}. 
While checking my official credit report last year I was made aware of a collection of {$170.00} with a company AFNI. I called AFNI regarding this debt and spoke with male CSR and was told debt was for the device. I explained phone was sent back to the company but it was sent back 2 months after contract ended to being misinformed by both the store as well as customer service. He advised debt will not be removed until payment is made in full. I called AFNI 3 months later regarding debt. I spoke with female CSR and she explained to me that debt of {$170.00} was for the last phone bill. After speaking with my mortgage lender he advised me get a letter stating if balance was paid the debt will be removed completely from my credit. I called AFNI back the following day and spoke with male representative. The CSR confirmed with me that once the balance was paid he would send letter reflecting debt will be taken off account. On XX/XX/XXXX, XXXX XXXX and XXXX dollars was paid to AFNI. The following day I received letter stating the account has been paid and a notification would be sent to the credit agencies reflecting the current status. I called the same day to AFNI, to discuss letter. The letter does not state the debt will be removed from account as promised. I was told regardless if I paid the balance the debt would stay on my account for up to 7 years. 
I truly believe that the debt does not reflect my creditworthiness and the debts have been repaid. We are planning to apply for a mortgage loan and unable to do so with this debt on my credit report. We spoke with multiple XXXX representatives and no one brought the past due bill to my attention and did not try to collect balance from me before it was sent to the debt agency AFNI. The AFNI representative was deceiving and did not tell the truth regarding the debt after the balance was paid. It would help me immensely if the debt can be removed from all the credit agencies and the account was put in satisfactory standing.

Company response to consumer: Closed with explanation