Consumer complaint received 2023-05-17
Company: Source Receivables Management LLC
State: VA
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
In XXXX of 2020 I order two XXXX XXXXXXXX XXXX from XXXX I spoke with a sales representative and sign a contract for a phone plan. From the beginning XXXX advertised a 30 day money back guarantee, as a preface to these events. 

The charges for the phones and the monthly plan were placed on my credit card. Autopay was established by the representative to save a few dollars on the monthly bill. When the phones arrived, there was zero XXXX service at my residence. Zero bars, not even XXXX or XXXX service to make a phone call. No roaming option, nothing. This was a surprise to me as I was currently with XXXX XXXX, and in 2020 XXXX XXXX used XXXX towers for their service. The sales representative informed me that XXXX plans would be roaming on XXXX owned towers, and I would be able to use service at my residence. Remember, XXXX acquired XXXX in 2020, and had begun merging the networks in creative and different ways that first 12 months. Now, you may know, XXXX SIM cards do not work, and every XXXX customer must have a XXXX SIM card. This was not the case in XX/XX/2020. Upon this realization I called XXXX from the current XXXX XXXX cell phone and began the return process, and the cancelling my account. Here is where XXXX XXXX online ordering process misguided myself and the customer service representative and pushed me into a metaphoric twilight zone with XXXX. The customer service representative began the return process and sent me the shipping labels for returning the XXXX XXXX XXXX 

Within a week the phones were returned, and my payment was refunded. I was however unaware that the autopay feature to the phone plan in my name was still in effect. At the end of the month, a payment went through for the agreed upon service plan. I, of course, called XXXX and quickly found I was in trouble. They would not allow me to verify my identity over the phone without a PIN. I had not established a PIN, as you do not establish one until you activate your phones on the network. Phones are shipped with temporary phone numbers and then your number is ported onto that phone once your service has started. Remember, I had ZERO service, and was never able to activate the XXXX XXXX shipped to me. Without activating the phones, I never was able to establish a PIN for my account, verifying my identity. The only solution was going to a XXXX store in-person to show my license and verify my identify. I walked into to the closest store, 30 mins from my residence and left an hour later with the promise this was taken care of and I would see a refund. The next month, however, another monthly payment went through on my credit card for the XXXX cell phone plan I never used. Zero bytes of ones and zeros passed through the airwaves in conjunction with this plan, zero. I called XXXX and was presented with the same situation ; they could literally not access any information about me without a PIN. I was frustrated and considered how to move forward. First, I had to stop these transactions. 

I called my credit card company and had them block all future XXXX transitions, explaining the situation to them. I asked for the two monthly payments to be reversed as well, totaling {$280.00}. I then went back to the XXXX store in-person and explained the situation again, and the worker was very sympathetic and helpful. My account was successfully closed. 

However, XXXX considered the account closed with a negative balance of {$280.00}. They did not close the account properly, nullifying the two monthly charges that my credit card company, XXXX at that time, reversed. I received a bill for an outstanding, {$280.00} from XXXX a month later. I called, and they could not access my account, surprise, surprise. I then proceeded to the local XXXX store for the third time in 3 months to solve this issue. It was unresolvable. They could not access the account anymore, could see nothing about the money owed. I was exacerbated. 

For the past 30 months, XXXX has harassed me through different debt collectors for {$280.00}. Out of principle, I have not paid a XXXX. I have spent over 30 hours on the phone or in person with XXXX customer service and now my credit score has a derogatory mark, affecting my financial reputation and ability to secure rates that reflect my financial history and responsibility. It is my only derogatory mark. 

There is now more than emotional damage done by XXXX and the debt collection agencies they contracted, there is financial damage done to me and my family.

Company response to consumer: Closed with explanation