Consumer complaint received 2017-07-17
Company: EOS Holdings, Inc.
State: IL
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
After 13 years of being a customer, in   XXXX   2017, I contacted   XXXX    to terminate my service for account number  XXXX . I had  XXXX  phone lines and assumed that as primary account holder and there being no separate account number, my termination served for the   XXXX   line. The  XXXX  line was not discussed at all during the call. I was not asked about it, nor did I think it necessary to explicitly state that I was terminating that line as well. I later found out that it was not terminated at the same time. I found out when I called to dispute the charge discussed herein.
 XXXX 
On  XXXX   XXXX , 2017, I saw that {$460.00} was withdrawn from my checking account by  XXXX . I had been signed up for automatic bill payment. I called  XXXX  the same day to understand why this had happened after having terminated my account. I was informed that the charge was for a signal boost I had obtained during the first few years of service. I explained during that call that 1 ) when I called to terminated my service, I was not notified that I had to return i t 2 )  that I could n't imagine how a device 10-13 years old could still have a value of {$460.00} and 3 ) I likely no longer had the device. After a lengthy conversation and ultimately being transferred to the Customer Care department, I was assured that the {$460.00} would be refunded and that I would not be responsible for the amount. I further understood and agreed that if I were to locate the device, I would return it. I explicitly asked and was assured that should I not be able to locate the device, that per the conversation I had just had, I would not be responsible for the fee. I was assured that was correct. On  XXXX   XXXX , 2017, the funds were returned to my bank account.
 XXXX 
On  XXXX   XXXX , 2017, I received a bill for {$560.00} reflecting the {$460.00} charge and {$100.00} for the amount due for the balance of the billing period that I had maintained the   XXXX    phone line. The bill also showed that I had been charged and refunded the {$460.00} and charged that amount again. The very next day,   XXXX     XXXX , 2017, I received a call from   XXXX     XXXX   pre-collection department seeking to secure the entire sum. I told that individual that I am disputing this charge for {$460.00} and about the conversation I had on  XX/XX/XXXX , and explained that I was under the impression that I did not owe this amount based on that conversation.
 XXXX 
Further, in the conversation on   XXXX    XXXX , 2017, I was provided with this claim number  XXXX  evidencing the conversation and its resolution ( or so I thought ).
 XXXX 
On   XX/XX/XXXX , I  received a Notice of Collection and Placement from EOS CCA concerning the {$460.00}. Needless to say, I am outraged. Today,  XXXX   XXXX , 2017, I called  XXXX    to contest this charge and explain what I understood to be the outcome of the call on  XXXX   XXXX , 2017. I was assured in that conversation that I would not be responsible for the {$460.00}. Yet, here I am dealing with this amount being turned over to a bill collector. And in today 's phone call, after being droppe d 2 time s and now, as I write, having sat on hold for 40 minutes still waiting for a manager to come on the line to discuss this matter, I have been told twice that there is nothing that can be done to remove this amount from my account. I asked to speak to someone with the authority to make a different decision from what I was being told today - and in line with what I had previously been told on   XXXX     XXXX , 2017. After holding for 40 minutes, I 'm still waiting for that person to come on the line.
 XXXX 
I do n't understand how I can be told on one date that I would not be responsible for a charge, refunded the amount and then charged it again and turned over to collections. And I do n't understand how  XXXX  can even attempt to charge customers for items they are not told they have to return and for items that no longer have the value they are attempting to extract from a loyal customer.
 XXXX 
I am extremely disappointed in how  XXXX  has handled this matter and want to have the {$460.00} charge removed from my account and the collections process.
 XXXX 
Still, at 43+ minutes of waiting time, no one has come on the line. This is deplorable customer service.

Company response to consumer: Closed with explanation