Consumer complaint received 2018-06-20
Company: SUNRISE CREDIT SERVICES, INC
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
In XX/XX/XXXX, XXXX XXXX XXXX was notified in order to suspend the phone service of XXXX because our son was no longer using the phone. The installment payments would continue to be made until we had the funds to pay off the phone. Also, XXXX XXXX XXXX issued credits on our account for changed services that had not yet been applied to our account which were regarding smaller data packages & changes in XXXX XXXX Programming. Every CSA assured us that the credits were taking effect on our account, and would be seen on our next billing cycle. 
In XX/XX/XXXX, the unified account was canceled because services with XXXX XXXX  were canceled ( due to rising costs. ) A new account with only XXXX XXXX XXXX was created with 3 phones & 1 iPad ( including the continued installment payments for XXXX ). The equipment was sent back to XXXX XXXX   once the services were canceled, and the services with XXXX XXXX XXXX were transferred to a new account. Once XXXX XXXX received the returned equipment, our Account was at a {$0.00} balance. 
XXXX XXXX XXXX has been paid faithfully since the account transfer in XXXX of 2018, including the continued installment payment on XXXX. 
XX/XX/XXXX I received a collection notice from Sunrise Credit Services, Inc.regarding a creditor " XXXX XXXX XXXX XXXX XXXX '' in the amount of {$680.00}. I have contacted SCS & XXXX XXXX XXXX numerous times. This collection is from the first/old/canceled account I had, which is a unified account of XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX claims that I am being charged for the contract of XXXX, even though I have explained to 6-7 individuals that we continued to pay the installments on the phone until it was paid off on XX/XX/XXXX. A cash payment, in the amount of {$340.00} was brought into XXXX XXXX XXXX Store # XXXX to pay off XXXX. ( I will attach the payment receipt if this process allows. ) Up until this pay-off, I was making monthly payments on this phone as a part of the installment program. From XXXX through XXXX, this phone had no service but was still in our possession until it could be paid off. If XXXX XXXX XXXX received my payment for the phone in XXXX, after continuing to receive 4-5 months of installment payments on this phone, I don't see how they can claim that I owe a contract balance for the phone. This would mean that I would pay for the phone TWICE. I have asked for a supervisor to call me. This will be the 2nd time that XXXX XXXX XXXX has told me that a supervisor would call me. The first time, I NEVER received a call from anyone from XXXX XXXX XXXX. I have always been the one being proactive to get this problem resolved. I am still waiting for the supervisor to call me today. This is beyond frustrating for me. I have spent 8-10 hours on the phone with XXXX XXXX XXXX, the Collection Agency, and the XXXX XXXX XXXX XXXX XXXX XXXX, explaining this situation over & over again, and have gotten no where with anyone. 
XXXX XXXX XXXX assured me that this transition to a new account would be no problem, but it has been handled horribly & there are claims that I owe money that makes no sense.

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