Consumer complaint received 2018-11-02
Company: ERC
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Took or threatened to take negative or legal action
Sub-issue: Threatened or suggested your credit would be damaged

Complaint:
The communication concerns a dispute with XXXX, their failure to provide a dependable and safe service Here are the facts that have been relayed to ERC and XXXX ( ERC is the collection agency for XXXX ) I purchased the XXXX XXXX XXXX phone in early XXXX. 
The phone immediately started malfunctioning on the very first day I had it with dropped calls and horrible reception. I could n't drive while talking or turn my head The call would just distort and ultimately drop. 
I ended up exchanging the phone 3 times because the reception was horrible. 
After 3 attempts to get my service corrected on the premise that the phones were defective Neither of phones ever worked properly and all the while I was paying the bill for both the phone and the service. I met with XXXX representatives at 3 different stores and spoke to XXXX over and over by phone many times over the period of several months. 
Time and time again they all told me there was nothing wrong with my service area / towers and the phone was functioning properly. 
They said that " the phone I purchased was an inferior product '' and thats why I had poor service. 
Another person told me that it was the location of where I lived but the phone didn't work no matter where I was. 
I work in sales and my dropped calls and continuous terrible reception caused much embarrassment lost customers, lost sales, and non-participation in important meetings and webinars. 
Then the phone began to get very, very hot and the service got even worse. 
Finally, I was very frustrated with XXXX and told them that I was not happy with the service and the defective product that I had been sold. 
I tried time and time again over the phone to get XXXX to help, so I could maintain the service of which I had been a customer with for over 15 years. 
XXXX did not honor me as a long - time customer and refused to help me. 
Each time I called I was given lip service by the customer service staff that couldn't even speak English and I became even more frustrated. 
I am not responsible for these charges of XXXX due to no services rendered on XXXX  part which includes the balance of the phone installment. The product I was sold and for which they claim I am I am in debt to them is defective. 
The phone constantly was getting hot and almost ignited my pillow on fire. It's the same model phone that started catching on fire and blowing up all over the country. 
The phone was clearly defective and very dangerous. 
It caused me months of undue frustration, lost sales and embarrassment. 
All of the above aforementioned information is factual and the communication data is with XXXX   recorded customer call history. They record all conversations very quality assurance / customer service I contacted XXXX several times about this matter but they never offered any help other than sending me a bill for the outstanding balance on the phone. 
I dont feel I am not responsible for these charges of XXXX since the phone they sold me was defective. Now ( XX/XX/XXXX ) the collection agency has reported the balance on debt to the credit bureau and it is effeting my credit. Thank you for you support and I hope you can help me in stopping this collection issue and have them remove the negative entry on my credit file. I was sold a defective and dangerous product that I should not be charged for. Thank you, Regards XXXX XXXX

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