Consumer complaint received 2017-10-27
Company: Convergent Resources, Inc.
State: GA
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Dear Consumer Financial Protection Bureau, I contacted XXXX XXXX via online chat, per recollection, on XX/XX/XXXX regarding terminating my XXXX XXXX Account. I told the customer service representative that I wished to terminate my account because I was moving out-of-state and in my new service-area, I had expanded coverage and could get a plan more affordably with another provider. The customer service representative informed me that I did not need to cancel my service because as soon as XXXX saw that my number ported and the service was suspended, XXXX would automatically be notified that the service was terminated and that the bill would be pro-rated for the month. My billing cycle is on every XX/XX/XXXX and it applies for the full 30 ( or 31 ) days of the month for service ( so a payment on XX/XX/XXXX would apply for service for XX/XX/XXXX up to XX/XX/XXXX ). I was told I would only be paying for 12 of the 30 days of service for the month of XX/XX/XXXX and I did not have to worry about anything. I later contacted XXXX and went about transferring my service with them. My other phone was deactivated and had absolutely no functionality with XXXX 's services and my phone prompted me to contact XXXX to re-establish service. My phone number was ported to my new phone and services with XXXX began on XX/XX/XXXX. 
On XX/XX/XXXX, My XXXX XXXX credit card was charged by XXXX XXXX in the amount of {$58.00}. I contacted XXXX XXXX on XX/XX/XXXX regarding this charge and was told that my account was closed but that they never got the port request ( XXXX informed me this was impossible because my new phone number was working on the new phone on XXXX 's service ). The customer service representative told me, they could not pro-rate the bill and nothing could be done. 

I then contacted my credit card company, XXXX XXXX and disputed the charge stating I wished to pay for only 12 days of service. XXXX XXXX acknowledged my complaint and stated that while they understand I wished to only pay the pro-rated amount, that they had to dispute the full amount until XXXX made an attempt to figure out the amount. I informed XXXX XXXX to please issue the chargeback. 

Following the chargeback, I received a mail dated XX/XX/XXXX from a collection agency called XXXX XXXX stating I owed {$58.00} and if I did not pay that this debt could be reported to a credit agency. The back of the letter said that if I did not contact them in 30  days of the date of the mail, that I would be admitting that I had no dispute with the debt. 

I contacted XXXX XXXX about this to provide them information about the account number and ID XXXX XXXX  provided on Tuesday,  XX/XX/XXXX and asked them what my options were as a consumer. They informed me that XXXX had 45 days to provide evidence to the contrary that I owed the payment in full or else the charge is forfeited and fully credited to my account. They also informed me I had no obligation to contact the collection agency. 
On XX/XX/XXXX ( notice this is the same day of the month where I am charged for XXXX XXXX XXXX ), I was, again, charged in the amount of {$58.00} even though XXXX XXXX, on two separate occasions over the phone confirmed my account was closed ( I also have proof of this via email re : credit to account being {$0.00} - this assuming of course that I owed {$58.00} and it was paid in full - I did not owe this much ... and a PDF of my login on XX/XX/XXXX showing that my service was suspended. 

On XX/XX/XXXX, I called XXXX XXXX, again, to report a fraudulent charge from XXXX XXXX in the amount of {$58.00}. They informed me they would take note of this and that if XXXX charged me again to try to collect the debt without going through the dispute process, that that was not legal ; however, they noted it was strange this happened on the same day that the recurring bill was used. 
It should be noted, that after my service was terminated, I could not login to my XXXX XXXX account without doing a restricted login to view prior bills, so it would appear as though XXXX XXXX, deliberately, tried to charge forward, further, leaving an outstanding debt with a collection agency while an active dispute is in motion. 

I also have the letter from the collection agency but it is not on my person at this time as I am away from home for training for a few days out of my city. I can try to provide a copy of this letter, hopefully by Monday if requested, however, I did call XXXX XXXX on XX/XX/XXXX and provide details of the letter sent. 

Note there may be some other minor details not included, but for the sake of proving my case, I believe I have supplied enough sufficient evidence to warrant my claims ( e.g. : I had contacted XXXX about this issue, likely on XX/XX/XXXX following my call with XXXX XXXX re : their erroneous claim about the reason my bill was not pro-rated was because XXXX did not properly port the number over, via phone whereby XXXX confirmed the number ported on XX/XX/XXXX and what XXXX was saying was incorrect ). I have left some details out for the sake of brevity. Both XXXX and XXXX XXXX may be contacted regarding my case. 

Thank you for your assistance in helping me expedite a resolution to this issue. 

Regards, XXXX XXXX. 

P.S. Should I find additional documentation, I will provide, accordingly. For now, I just want to get this process going.

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