Consumer complaint received 2020-02-04
Company: MRS BPO, LLC
State: NC
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
In XX/XX/XXXX, I had an acct for internet and TV with XXXX XXXX and discounts were about to expire. I contacted them prior to the discounts expiring in XXXX and they told me they were actually lowering my bill. When the bill came in XX/XX/XXXX, it was significantly higher. When I contacted the XXXX XXXX about this error they acknowledged that I had been given incorrect information. They said they could not honor the price they had quoted. 

On XXXX XX/XX/XXXX, I closed the XXXX XXXX acct via phone. I was told two equipment boxes would be sent to me ( one for Modem and one for TV equipement ). I was instructed to wait and mail both boxes back at the same time, regardless of when they arrived. When none had arrived, I contacted XXXX XXXX on XX/XX/XXXX requesting the boxes again. By XXXX XXXX, no boxes had arrived and I made a 3rd request. Still no box arrived. 

On XXXX XX/XX/XXXX, I received an email from XXXX XXXX saying I owed {$640.00}. This appeared to be for equipment. 

On XXXX XXXX at XXXX XXXX, I contacted them. After waiting on hold for 12 mins, XXXX from XXXX XXXX answered my call. He said that someone had put in the wrong info. The previous representative didn't put in the address and the " offsite group '' that handles the boxes couldn't send me the box. He claimed to have corrected everything and a box should be forthcoming for the TV equipment. He also said that the previous representatives were incorrect and that XXXX XXXX wouldn't send a box for the modem and that I should go online to XXXX to initiate the return of the modem. I was told to use a XXXX Drop box. 

I went on line as instructed and took the Modem to a XXXX store on XXXX XXXX at XXXX. I retained a receipt. 

On XXXX XXXX I contacted XXXX XXXX because the TV equipment box still had not arrived. This was my 5th request for the required equipment box. XXXX confirmed that XXXX XXXX had received the modem on XXXX XXXX and credited my account. She said she was sending ANOTHER box for the prism TV equipment.I was beyond frustrated and just wanted their junk out of my house. Every time I have to call them, it is an hour of my life spent on hold and being bounced around to different sections. I offered to deliver the box to a XXXX XXXX store but XXXX said that wasn't allowed. I also asked if one of the  many techs I see doing installs in the neighborhood could pick up the equipment. I was told that wasn't allowed either. 

In XXXX, I also began to receive collection calls for the " debt '' associated with the equipment. I instructed them not to contact me further. 

Finally, an equipment box arrived. I packaged everything up and XXXX picked up the package from my home on XXXX XX/XX/XXXX. 

As of XXXX XX/XX/XXXX, I am still receiving calls and text messages from MRS Assoc. regarding they XXXX XXXX " debt ''. Apparently, because the equipment wasn't returned within the time allotted by XXXX XXXX following the original closing of the account.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief