Consumer complaint received 2021-02-10
Company: I.C. System, Inc.
State: SD
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
( Summary ) I set up a payment arrangement to reinstate internet service. XXXX broke the arrangement and shut it off the next day. I made a new arrangement, and it was turned back on. They went back on their arrangement again, less than an hour later, and demanded more money or they'd shut off service.

( What happened ) I previously had internet service with XXXX, and it ended with a final balance of {$410.00}. I am not currently working, but I'm starting a new job in XXXX. 



XX/XX/XXXX, I called XXXX ( phone XXXX ) and asked if I can make partial payments toward the past due balance, above and beyond the normal monthly bill, to restore service. At least until paychecks start coming in and then I can pay off the previous balance in full. XXXX, a rep from I.C. Systems, XXXX XXXX collection agency ( phone XXXX ), agreed to these terms. As did XXXX in XXXX Sales. I asked what minimum payment I could do, and XXXX advised $ XXXX/month. The three of us were in agreement. I'd pay an extra $ XXXX/month on top of my normal bill in order to restore service, and then I'd pay more towards the past due when I could. So, I made a payment for {$26.00} ( {$25.00} plus debit card convenience fee ), confirmation # XXXX to IC Systems, account # XXXX. XXXX with XXXX advised my normal monthly bill will arrive in the mail, and my service was restored. 



Less than 24 hours later, on XX/XX/XXXX, the service was cut off. I called XXXX to ask what happened, and XXXX in XXXX collections advised the payment I made was insufficient, and my prior balance needs to be paid in full to restore service. I advised that I had an arrangement with XXXX in IC Systems and XXXX in sales. XXXX said that she can not honor the prior agreement. I advised that these are not the expectations that were set prior to charging my card, and I let her know the company is not honoring what they're advising their customers. As XXXX could not assist me further, I asked her to have a supervisor call me back. 



Immediately after my call with XXXX from XXXX, I called IC Systems to see if the misunderstanding could be cleared up on their end. I conferenced the call between XXXX from IC Systems and XXXX, a sales supervisor at XXXX, so we could all 3 discuss the issue. XXXX advised that the payment I made was incorrectly processed by the rep XXXX as a one time payment, rather than a recurring payment. XXXX advised it was only because I didn't have a recurring monthly arrangement that XXXX isn't seeing the approval to restore service. I asked XXXX and XXXX if we can get this corrected. I asked to have repayments scheduled to come out each month automatically. XXXX was having system issues and could not set up autopay for me. XXXX said when I call next month to pay, I can set up autopay at that time instead - and she will thoroughly note that this is the plan. They both agreed that this was satisfactory, and XXXX turned services back on before we even hung up. 



Less than an hour after ending the call with XXXX and XXXX, I get a call from XXXX. She is XXXX 's supervisor ; the collections supervisor I had requested earlier. I let her know that we cleared up the confusion. She tells me that the matter is not resolved, and that the past due still needs to be paid in full, minus the {$25.00} that I paid. I filled her in that I had an arrangement, and it was broken shortly after getting my payment. I also told her that I agreed to autopay in a 2nd arrangement. She confirmed that she would not honor the prior 2 arrangements, even though a fellow supervisor signed off on it. And unless I made an additional payment, she'd immediately disconnect service. She wouldn't honor her company 's word, but offered a compromise. If I changed the arrangement from $ XXXX/month to {$75.00} every 2 weeks and throw in an extra {$100.00} today I could keep my internet on. As my new job requires internet to work remotely, I had no choice but to agree. 



I called IC Systems and paid {$100.00} ( {$100.00} plus processing fee ) with rep XXXX. Confirmation # XXXX. 



This is the 3rd arrangement in two days I've made with XXXX. Who knows if someone is going to call me again tomorrow demanding new terms. Agreements I made previously mean nothing to them. XXXX holds XXXX accountability for what they tell their customers. And they take payments under false pretenses.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation