Consumer complaint received 2018-06-26
Company: Franklin Collection Service, Inc.
State: CA
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:
I attempted to move the following services to my new apartment in XX/XX/XXXX : XXXX XXXX XXXX internet services The technician was unable to install the equipment because the building didn't allow services to be connected because it was a historical building. XXXX had not upgraded their high speed internet services to that area at the time so I was unable to get internet services either. I paid all services and returned all equipment. 

I have been through a confusing maze of different departments. My calls have been disconnected several times. Trying to defend myself against an erroneous charge has been frustrating and time consuming. I have called and held on over the course of 2 days and then many days in XXXX. 

I spoke with the following departments at XXXX : Accounts receivables Billing Billing Manager Combined billing Back end department Customer Loyalty Integrated services department I have been on hold for hours, in addition to being disconnected multiple times. I've spoken with the following people : XXXX, XXXX, XXXX, XXXX and other customer service reps. and managers. 

I have called numerous times to the following numbers. XXXX XXXX, XXXX, and XXXX. 

My credit score dropped after Franklin Collection Service reported to the credit reporting agencies. I called Franklin and they said that I have to go through XXXX. 

The impact that this collection it is having on my life is that I am trying to qualify for a mortgage and my score dropped dramatically when they began reporting this invalid debt with the credit reporting agencies XX/XX/XXXX. I am also losing work productivity because I have had to call during working hours to get assistance. I am currently on the phone now with the loyalty department and I fear that I have been transferred again without my complaint being resolved. I got transferred again to XXXX. I told her that I returned the equipment through one of their vendors. I believe it was XXXX in downtown XXXX CA. The XXXX  internal investigation numbers are XXXX and XXXX. Rep. on the phone is currently telling me that I was billed for the actual satellite dish and they did not receive the other equipment : receivers and modem. I told them I returned the receivers and modem and they should have been responsible for the dish. I asked them to take notes and rep. said she didn't have to take notes because she can see the bill. I told her that if there was an investigation you should be able to notes from each individual that I am speaking with. Not every department can see what she sees. She said that she will talk to her supervisor. I need immediate help because I am trying to qualify for a mortgage. I will lose my housing on XX/XX/XXXX and have to find housing soon as possible. They are now saying that they received the XXXX modem. They are still not able to take care of this debt. They are referring me to their internal collections team now. I am now being referred back to billing. The rep. XXXX told me to speak with a billing supervisor.

Company response to consumer: Closed with explanation