Consumer complaint received 2020-03-07
Company: Sequium Asset Solutions, LLC
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
My name is XXXX XXXX. I am writing in regards to a XXXX XXXX/XXXX XXXX XXXX account ( XXXX ) that I have in collections. After calling and trying for weeks to resolve the debt in question as well as writing the company, I have not received any response from them. At this point I feel as though I have exhausted all of the resources offered by their associates and website. This debt stems from an account that I had with XXXX XXXX in XX/XX/XXXX that was reported to collections in XX/XX/XXXX. During XX/XX/XXXX, I moved from the address where I was receiving services from XXXX XXXX. Once they were notified of my intent to relocate they assured me that my services could travel with me and that if they couldn't my contract would be nullified. Once I had arrived to my new address in XXXX, California, it was discovered that XXXX XXXX did not actually provide services in that area at that time. Associates from XXXX XXXX then apologized for their inability to serve us and lamented that our contract would be absolved. After roughly three years, I noticed an account in collections being reported to my credit. When I realized it was for this XXXX XXXX account, I immediately called in to see where our miscommunication was. The first representatives name was XXXX, he maintained that the account was in fact not in collections nor reported to credit bureaus and that I only needed to return the XXXX XXXX equipment that was still in my possession. XXXX continued that if the equipment was returned that I would not owe anymore money to XXXX XXXX. This seemed reasonable as I know that the equipment is of value to their business. Within a week I had the equipment returned, I called in to report the reference numbers ( XXXX & XXXX ) provided by the mailing agencies that XXXX XXXX uses to track returns. At this time I spoke with a female associate who stated that she had input the reference numbers and that I should give their system some time to reflect the returns and call back. Once I did call back, however, the next associate I spoke with told me that the balance was not cleared but only lowered and that I still owed for an early cancellation fee. After explaining my particular situation to him and eventually escalating my call to a manager I was able to speak with someone who said that they would annotate my account and have someone with the ability to honor what was guaranteed to contact me. After allowing a week to pass and not getting any updates I called back in to follow up only to find out that my account had not been notated at all forcing me to re explain the situation and start all over. At this point my frustrations began to develop and I escalated my call once again to management. This time the manager instructed me to write a letter to XXXX XXXX Collections department. That has been over a week and a half ago and I have yet to hear back from them. I am looking to buy a home and these types of discrepancies on my credit are unacceptable in this process. I am not paying for a debt that I should not be charged for in the first place. I hope that this attempt may bring me to some type of resolution.

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