Consumer complaint received 2023-04-27
Company: Frontline Asset Strategies, LLC
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
On XX/XX/XXXX I went into a XXXX XXXX location to open a new XXXX account after 17 years with XXXXXXXX. I was doing this because I was receiving an offer that was much better than my current XXXX XXXX XXXX {$80.00} per month vs {$120.00} ). In order to open up my new account I needed to port my cell phone over to XXXX which required a call to XXXX. Over the course of my conversation with XXXX  they informed me that my account with them automatically cancels with the port ( I specifically asked because I was ready to cancel separately ), and that despite my account payments being due on the 7th of each month that they do not pro-rate accounts. After confirming on the phone my account was cancelled I continued on with my new service. 

Then on XX/XX/XXXX as I was about to make my monthly credit card payment I noticed XXXX had charged me for a monthly payment on XX/XX/XXXX. I called their customer service line to ask for information relating to the charge since I was under the impression that my account was cancelled and the rep on the phone from XXXX informed me that I was correct that my account was cancelled but that she was unable to answer any questions in regards to the charge BECAUSE I was no longer a customer of XXXX and that I would have to go to a XXXX location in XXXX with an ID to get any questions answered about the charge. This is totally confusing to me by the way that a company can charge your credit card and then refuse to answer why they charged it because you are not a customer of theirs .... 

For the time being I waited and then on XX/XX/XXXX I noticed I was charged yet again by XXXX so I initiated a dispute with my credit card in regards to the charges that XXXX refused to answer questions about. Then on XX/XX/XXXX I received a letter from a company called XXXX XXXX asking for {$290.00} ( the amount of two monthly payments plus {$25.00} each for return payments ), so I finally went over to a XXXX store XXXX XXXX XXXX XXXX XXXX FL with my ID to ask why I was still being charged even though my account was cancelled. The in store reps looked up my account, confirmed for me in person that it was cancelled and that they had no idea why I was still being charged. At that point the in store Rep for XXXX called their customer service line to try and get the question answered. While on the phone I was informed that because my account was opened in XXXX that apparently I had been post paying my account all along, so the XX/XX/XXXX payment that XXXX charged me was for XXXX XXXX XXXX and that the XX/XX/XXXX payment was for XX/XX/XXXX through XX/XX/XXXX. I asked why I had previously been told incorrect information and she said she didn't know and that it didn't matter. I then asked if I made the payment for {$290.00} whether the matter would finally be settled and I was told yes. So it was my fault for not knowing I was on a post pay plan so I made the payment ( supporting documentation attached ) in order to move on. 

Then and this is where my dispute really starts, I received a letter from XXXX XXXX XXXX XXXX in early XX/XX/XXXX claiming I owed a new debt to XXXX of {$200.00}. I then initiated a dispute directly with them asking what the debt was for as I had closed out my account. Ive attached the letter I then received in response, it appears to be the typed notes of the XXXX Representative I spoke to during the previously mentioned in store visit. The notes are a bit difficult to read but they do confirm my previous conversation along with cancellation and list no other charges due on my account. So I then responded to XXXX  XXXX XXXX pointing out the letter they sent me affirmed my version of events and again asked to please provide an explanation/itemization of what money they were claiming I owed XXXX. 

Since I then never received a response I had been under the assumption that the matter had been resolved until I received a letter earlier this month from a new debt collector by the name of Frontline Asset Strategies, claiming my account had been credited for {$120.00} and I now owed {$39.00} to XXXX. I then initiated the exact same dispute procedure with them asking to please produce an itemized breakdown of what I owed, why I owed it and the date the charge was added. 

Then a week after filing this dispute with them a received a confirmation letter stating that my identity was confirmed and I did owe the money, but once again provided no explanation as to what the money is owed for, no date as to when I had been charged, as well as no information as to why my balance had been lowered. This has been incredibly tedious and I am at a loss for why I have been continually ignored in my requests to provide documentation as to what money I supposedly owe. I can not be harrassed forever by XXXX as they continue to make up charges.

Company response to consumer: Closed with explanation