Consumer complaint received 2021-07-13
Company: SUNRISE CREDIT SERVICES, INC
State: AL
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
Good Morning, I am filing this complaint against the merchant  XXXX XXXX XXXX. I ordered internet service on XX/XX/XXXX and it was installed on the evening of XX/XX/XXXX. After the XXXX XXXX XXXX technician left our home his supervisor came over shortly thereafter to ensure that the installation had run smoothly. He gave us his card advising that if we had issues to reach out to him first before calling customer service, since he lived 6 houses down from us. The next day XX/XX/XXXX when I woke up with my son to start his online classes ( during COVID ), the internet install had failed. I immediately contacted the supervisor from the day prior per his request who insisted that we contact XXXX XXXX XXXX instead to schedule a repair technician to come out. When I reached out to XXXX XXXX XXXX I was advised that it would be over two ( 2 ) weeks before someone could return to diagnose the issue and make repairs. I called back a few times that day because this just wasnt acceptable to me, to only be told the same thing. Finally, that day I advised them that I wanted to disconnect the service because I couldnt/would n't wait over two weeks, again I have a kid in school. I was informed on how to return the equipment, which I did and FINALLY received an email on XX/XX/XXXX that they received their equipment back. I thought this was the end of my consumer relationship with XXXX XXXX XXXX. 
Unbeknownst to me, XXXX XXXX XXXX had turned me over to its collection agency, Sunrise Credit Services , Inc. ( XXXX ) for an unpaid balance of {$54.00} which they NEVER sent an invoice for, called, emailed, or texted me about outlining the charges. Instead, on XX/XX/XXXX I received a collection letter and call from Sunrise Credit Services , Inc demanding payment for a XXXX XXXX  XXXX/XXXX  XXXX account. I explained to the woman calling that I did not owe that company anything and that I would reach out to them directly because I would not discuss account activity to someone I didn't know. I contacted XXXX XXXX XXXX/XXXX  and spoke with a agent who after researching my account advised me that there wasn't a balance and that I would not receive any further calls or letters. 
However, I did receive an additional call and letter ( dated XX/XX/XXXX the day AFTER I spoke with the Agent ) received by me on XX/XX/XXXX. I called XX/XX/XXXX @ XXXX and spoke with XXXX  for over an hour who advised after being given the account number and researching the account that it was on the XXXX XXXX XXXX side. She contacted the XXXX XXXX XXXX side who advised her to transfer me to their debt collection agency Sunrise Credit for further assistance. XXXX warm transferred me to XXXX XXXX. I spoke with XXXX who advised that if I wanted to dispute the charge then to write them. I advised that he should be able to look up the notes and also listen to the calls to see that I don't owe them anything, he refused to assist further. I called again today, XX/XX/XXXX, and spoke with XXXX XXXX from Sunrise Credit who advised me just as XXXX had done. I asked her for specific information about the alleged debt, to which she could not provide, such as an itemized list of charges and what the debt was actually for other than a final bill as she stated it was for. I called XXXX XXXX XXXX again today, XX/XX/XXXX @ XXXX, and spoke with XXXX for over an hour. XXXX researched the account again after I gave him the account number, advising me that it was for an internet extender. I asked him for the date the install was completed and the date the service was canceled. According to the notes he stated the install was completed XX/XX/XXXX @ XXXX, a service request for cancelling was entered on XX/XX/XXXX @ XXXX and the service was canceled on XX/XX/XXXX. I advised him that those note are inaccurate because I have email confirmation that the installation was to be completed on XX/XX/XXXX and the day after XX/XX/XXXX I called in to cancel the service because I could not wait 2 weeks for a technician as I was told it would be. Additionally, I have the email that ALL of the equipment was returned to them as requested and they FINALLY scanned it in on XX/XX/XXXX. I also have evidence that XXXX came right out and reinstalled our service with them. I asked XXXX how is it that XXXX XXXX XXXX can keep errored records, refuse to review the calls I made requesting repair and cancelation and demand payment for an " extender '' that I sent back but never had the opportunity to even use. His response was that it was activated by the installer regardless if I received the benefit of use or not, I had to pay. I then advised him that his reasoning was irrational and that I don't owe them anything because they did not provide a service I ever used. I also advised him that if they want me to pay for something he kept saying was mine, the extender, then they need to send it back to me. He stated, it was only mine while I was a customer, it but had to be returned with the rest of the equipment. I stressed that I never used the internet/wifi service, therefore I incurred charges for nothing to include the extender. He verbally stated that XXXX XXXX XXXX would not be removing the assessed fee. I am disputing the fee in addition to reporting the fact that XXXX XXXX XXXX did not notify me of any outstanding charges by providing me a statement or invoice prior to supplying both my personal and account formation to a collection agency and violating ECOA and UDAAP regulations. This adversely impacts my credit report and they are illegally demanding monies that are not owed to them for services not provided by them.

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