Consumer complaint received 2020-09-29
Company: Southwest Credit Systems, L.P.
State: VA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
XXXX - I was added to my parents phone plan for a few months until I found a job ( I was moving back to the US ). My name was added to the account. We got offered a XXXX XXXX. We took it but I had to return it 2 days later. We went to the same location and canceled the service right then with the store employees. Nothing in print was provided for the cancelation because the employee said there was nothing to print. This was at the XXXX XXXX location in XXXX. 

When I found a job, I went to another cheaper company ( XXXX XXXX ) and my phone number was canceled with XXXX. My parents stayed with the account. 

XXXX - My mom saw that her bill still had those {$10.00} being withdrawn from her auto-debit. We went back to the store, the employee did a few clicks and assured us everything was fine now. The employee at the store said the charge shouldnt appear anymore. This was at the XXXX XXXX location in XXXX. 

Summer XXXX - My mom retired in XXXX and both mom and dad moved to XXXX in XX/XX/XXXX. We went to the store to notify XXXX, the phones were canceled, the account was closed at the store, and again, nothing was provided in print that would prove the cancellation. We did ask every time even though we knew they never gave us any receipt or anything. The contract had expired, so we thought it was fine. This was at the XXXX XXXX location in XXXX. 

XX/XX/XXXX - my mom ( already living in XXXX ) asked me to open her bank statement and I noticed that XXXX was still debiting from her account. I went to the bank and XXXX  XXXX XXXX ( XXXX ) intervened. XXXX  did an investigation, I showed a screenshot of the employees computer screen since they claimed nothing could be printed. At the same time, I went to the XXXX store where we got the XXXX  in XXXX XXXX, XXXXXXXX XXXX employee at the store could only print the last months where they had been debiting the monthly bill with the account being closed. XXXX 's employee saw there were no phone calls being made, no texts, no internet used, nothing at all. I told him there was no use history because the account was supposed to be closed and the devices/XXXX-XXXX  'XXXX  cards didnt even exist anymore. The employee told me the account hadnt been properly closed. Instead, it had been put on hold by mistake. He also confirmed the contract had been expired for a long time ( more detailed information in the letter attached I sent to the corporate office ). I never got any response from XXXX in writing. Over the phone, XXXX 's associate at the corporate office said they were going to reimburse my moms account only for a few months. 

When I talked to the corporate employee she treated me like trash and a liar and even threatened the employee for trying to help. The woman didnt even allow him to speak when he was trying to explain what he was reading from the screen. 

Whenever I went to the store, I had to spend hours on the phone because I was told the problem was outside the employees hands. We used the phone in the store to call the corporate office directly each time. This was at the XXXX location where I had to be back and forward but were more willing to investigate and help resolve the problem. 

XX/XX/XXXX - the issue was resolved in the bank and the bank sent us a letter that said, we are pleased to let you know that the previously issued temporary credit ( s ) totaling {$260.00} is now permanent and we consider this disputed transaction ( s ) resolved. I also got a similar letter for {$89.00}. Since XXXX had said they were going to reimburse the few last monthly charges, I assumed it was all connected. 

I went to the bank again and the banker/administrator recommended that we send a letter to the corporate office, which we had already done ; and to close the account, which we had done too ; but again no paperwork to prove that the account had finally been closed. A copy of the banks letters are attached. 

XX/XX/XXXX - I received a letter from Southwest Credit saying, your account has been assigned to this office for collection. XXXX has placed your account with a balance of {$540.00}. I provided you with a copy of the letter too. 

My moms account was never reimbursed with the many fees for the XXXX  we returned ( and paid another restocking fee ). Even though we knew her contract expired, we still went to the store to cancel the account personally to make sure she was moving to another country without leaving anything pending. XXXX  shouldve reimbursed us the fees they failed to cancel properly and for the time we had to spend at the store, on the phone with the corporate office when the employees couldnt help us solve the problems. XXXX stole money and time from us, and now I am being unjustly placed on collections for no reason at all. The account has been canceled since XXXX but the contract had been expired for longer than that.

Company response to consumer: Closed with explanation