Consumer complaint received 2016-03-17
Company: Receivables Performance Management, LLC
State: NY
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt is not mine

Complaint:
On XXXX XXXX, XXXX at XXXX, I called XXXX customer service to inquire about the status of the current contracts on my plan, which I had since XX/XX/XXXX. I was advised by a male representative that all of the contracts on the account were up for renewal. I then specifically asked, if I was to switch to another carrier and close my account with XXXX would any fees or cancellation charges incur. The representative stated no. Just to clarify, I then reiterated the question and I was once again told that I would not receive any fees or cancellation charges if I ported out my phone number and/or closed the account. 

After talking to the representative from XXXX on XXXX/XXXX/XXXX, I ported out my number onto my husbands account within a few minutes as I was standing in a XXXX store and got a new phone. My son also got a new phone that day with XXXX, which we gave to him for XXXX. Therefore his number was not ported and he got a new number. 

On XXXX XXXX, XXXX I called XXXX to cancel my account as my son was no longer using his phone. At that time I was advised by a male representative that there would be a cancellation fee. I stated what I was told on XXXX XXXX, XXXX and he put me on hold for 30 seconds then came back and said yes you are correct, there is no cancellation fee. He also stated he was going to cancel my account as of XXXX/XXXX/XXXX, as I was paid in full up until that point so there was no point cancelling it earlier. I once again asked him if I was going to get a bill or owed any amount. The representative stated no. I again clarified that I do not owe any cancellation fees and was advised that is c Needless to say, I was shocked when I got a bill in the mail for {$520.00} from XXXX. Not only was my account charged cancellation fees but my account was never cancelled on XXXX/XXXX/XXXX as requested and I was charged for plans & equipment, surcharges, taxes etc until XXXX/XXXX/XXXX. I have attempted to call XXXX on 4 occasions to get this rectified and every time I am promised that they are looking into it and someone will call me back in 24-48 hour, however I never get a phone call or even an email back despite verifying both. 

Upon receiving the first bill XX/XX/XXXX, I spoke with XXXX and a supervisor XXXX ( ID # XXXX ), then XXXX on XXXX/XXXX/XXXX when I got the next bill and XXXX on XXXX/XXXX/XXXX when I received the collection agency alert. I have never ignored any notices and have always been mindful of my account including any charges which is why I called to inquire about cancellation fees prior to cancelling. I request on every occasion that the phone calls be pulled as I know they are recorded, this way the information could be verified. I have been lied to and deceived by XXXX, victimized, harassed, and preyed upon in the hopes of receiving money that is not due to them. 

On XXXX/XXXX/XXXX I received a letter from Receivables Performance Management LLC advising I was in collections by XXXX for {$520.00}. I called immediately and spoke to a gentleman named XXXX who said he will dispute it with XXXX. Although this does not stop collections and considering how the past attempts have gone I have no faith of resolution. I am appalled to think that I gave XXXX my business for 16 years and this is how I am now treated. Any help to resolve this erroneous bill is greatly appreciated.

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