Consumer complaint received 2019-08-19
Company: I.C. System, Inc.
State: CA
Product: Debt collection
Sub-product: I do not know
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
We dropped XXXX as our mobile provider in late XX/XX/2019.  (XXXX   account XXXX, I.C. System Ref. No: XXXX.)  We returned all 5 leased phones, all of which XXXX acknowledges receiving.  The 3rd from last bill (XX/XX/XXXX – XX/XX/2019) was for $XXXX, prior to their receipt of the 5 phones.  The 2nd from last bill (XX/XX/XXXX – XX/XX/2019) was for $XXXX with a credit of $XXXX, apparently for the returned phones.  The last bill (XX/XX/XXXX – XX/XX/2019) was for $XXXX.I also received a check from XXXX, dated XX/XX/2019, for $XXXX   which is apparently the reconciliation of the above amounts.  I have participated in several chats with XXXX (for which I have transcripts) trying in vain to get an explanation for several hundred dollars in charges.  On XX/XX/2019, I received an email from XXXX demanding immediate payment of $XXXX, this despite the last bill above stating "This is your final bill for wireless services" with a balance of $XXXX (copy attached). The XXXX email included:It's important that you resolve this immediately to prevent further collection action that may include:•  Your account being sent to an outside collection agency.•  Your account classified as "bad debt" with XXXX if the account remains unpaid at the collection agency.•  Your account reported to the three national credit bureaus as past due.One more chat with XXXX (XX/XX/2019) to inquire about this includes the following:XXXX XXXX. : As I check here that this charge of $XXXX on your account was your previous payment on XX/XX/XXXX that has been refunded on you back on your account .I verified that XXXX did indeed credit our Mastercard with that amount on XX/XX/2019.  (The difference is presumably charging me interest which extrapolates to about 10.8%.)  I immediately asked: "Why was this done and why was I not informed?"  However, no explanation was provided.  I was transferred to XXXX "finance team", but the only explanation I received was:XXXX : I do want to assist you with your concern. However, upon checking, there is a specific department handling the account. All payment or financial related concerns of this account must be handled by that dedicated team. It will be best if you contact them for assistance. You can reach them by calling this number XXXX to have your concern resolved at your satisfaction.You : Can I chat with them? I would like a record, please.XXXX : I am sorry but they do not operate via chat; over the phones only.You : And you can explain none of this?XXXX : I am really sorry; please do not feel that I am refusing to assist you because I will if only I have the right access. I am assuring you that if you contact them, they can answer your inquires.I subsequently received a letter from I.C. System, a collection agency, on XX/XX/XXXX saying that I owed $XXXX and have 30 days to respond.  (Their letter is datedXX/XX/2019, so I assume the 30 days ends on XX/XX/XXXX.)

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