Consumer complaint received 2018-08-10
Company: North Shore Agency, LLC
State: OH
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
North Shore Agency XXXX XXXX  XXXX XXXX XXXX, NY XXXX Also : XXXX XXXX, XXXX. XXXX XXXX XXXX : XXXX False and Improper Billing for monthly charges after request to terminate service and after XXXX XXXX connect equipment turned in to XXXX, Ohio, XXXX XXXX. 

Dear Collection Agency : I dispute the XXXX Bill for two months charges totaling XXXX, after my request in phone in XXXX, XXXX, and my request in person at the XXXX XXXX store the first weekend in XXXX, XXXX, to terminate service. I had no phone service during the time for which I was billed. I dispute the charges on the following grounds and based on unfair and deceptive billing practices for continued billing on discontinued service : I requested termination of service of my XXXX account, because XXXX insisted that I change my password via my mobile connect phone in XXXX, Ohio. Since I had no capability of changing my password from the last four digits of my SS # by cell phone ( because the XXXX Connect phone is a XXXX antenna to which you hook up to a mobile phone ( not a cell phone ). I had no cell phone using the mobile connect only a mobile phone with no text capability ). XXXX customer service indicated that I had to show up in person at a XXXX store to disconnect service, or to change my password. Since there is no XXXX XXXX in XXXX, Ohio, I was told by Customer Service that I had to travel to the nearest store to disconnect service or change my password. I elected to disconnect service, but was unable to travel to XXXX, Ohio to turn in the phone, until I was there in XXXX. ( I was XXXX years old at the time with a XXXX XXXX. ) I waited in line so long at the XXXX XXXX that my XXXX XXXX XXXX, so I sat on the floor ( there was only one bench and it was occupied. ) When I was finally waited on, the employees did not know how to discontinue the XXXX XXXX, because it was a Mobile connect phone, and at the time I didnt remember my password. ( You dont need a password for a mobile connect phone, because it is your own phone with a XXXX antenna contraption. A manager was called. ( this whole ordeal took about an hour and a half in the store. ) They called a special number to find out my password ( the last four digits of my SS # ), and assured me that my service had been DISCONNECTED and that billing would stop. I turned in the XXXX mobile connect contraption to the store, and therefore no longer had any XXXX Service. 
I continued to be BILLED BY XXXX when I had no service!!!!! 
The billing continued despite my NUMEROUS calls to XXXX customer service. XXXX customer service said my service had never been disconnected by the XXXX store!!!! ( BTW, I was calling from my XXXX cell phone I hadnt had a XXXX cell phone for years only the mobile connect. 
I called Customer Service over and over and over and over again, and they said I had to visit a STORE TO STOP the service. ( by this time I had moved to a second residence in XXXX, Ohio ) Each time I called Customer Service to try to get the service stopped and the billing stopped, they passed me from Accounts Payable ( who said they couldnt credit the billing ), to Collections, back to customer service, and so forth. This went on week after week. Finally I insisted that someone DISCONTINUE the service ( even though I hadnt had service for months, because I had turned in the equipment. ) I finally got ahold of a customer service rep that somehow was able to discontinue the service, but he said that I had to go to a XXXX STORE to stop the billing. 
I went to the XXXX STORE at XXXX, XXXX, Ohio and waited for hours, even though I was the second person at the door, because they let people with appointments go ahead of others who got there first and stood out in the blowing wind. I waited for an hour, standing with my bad back, and finally the customer service rep said he couldnt stop the billing, because my account was closed. He told me I had to go back to the XXXX STORE near XXXX, Ohio to stop the billing. 
After all this runaround, I continued to be billed for two months billing despite weekly calls to XXXX to try to get a credit for the two months erroneous billing. Every time I called the customer service rep said he had no power to credit the account, because it was closed, and I was passed to Accounts Payable, who said they only collect payments, and then I was forwarded to a rude collections person, who laughed and mocked me when I told her I had excellent credit and had always paid bills on time. ( credit score XXXX XXXX ). At least that has what it has been until you erroneously report me to the credit bureau- which I will dispute. 
I continued to call XXXX customer service, and continued to be passed from person to person for hours at a time, on hold for long period at a time. 
I wrote to XXXX Correspondence and they did nothing to make the erroneous bill disappear. Rather, they sent the bill I wrote to XXXX and explained all of this : That XXXX, Ohio XXXX store had failed to close the account as requested, even though I had no service and had turned in the XXXX antenna contraption. Without the XXXX equipment, I could not have service as it did not work without the contraption. XXXX Customer Service did nothing to remediate the incorrect billing, and instead sent the erroneous bill to a collection agency.

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