Consumer complaint received 2021-01-22
Company: Mountain Run Solutions, LLC
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
To Whom it May Concern : It's been over three and a half years that I've been a past customer of XXXX. I had their full home security service. Unfortunately, I had to call to cancel my services after becoming a victim of Hurricane Harvey in XXXX, TX in XXXX. The home I was renting, with my mother and two other brothers, got flooded with over 7ft of water inside and a recorded 13ft of water on the exterior. We lost everything including our cars and even my cell phone. It was a very unforeseen and unforgettable experience. 

We were homeless for about two months. We thankfully had some assistance from FEMA. I was able to get myself a cheap cell phone. I then decided to call Vivint customer service and informed them about my situation. I had asked them to cancel my services because I have no home and had lost everything. They insisted that they'll be willing to put my account on hold. I told them that I would prefer to cancel because I had no idea what the future holds, as far as my living situation goes. Although I was in a contract with them, I figured being horribly affected by a natural disaster would be forgivable. Well, it seems XXXX could care less. I called back a few times to see if I could get it canceled, but it went nowhere. I eventually stopped calling and left it alone. 

We were able to finally find an apartment, a two-bedroom. It was the only thing available since so many others had lost their homes and had to get apartments that weren't affected by the flood in the meantime of recovering. At that apartment, we were unable to get any security systems installed. I had called XXXX again to cancel. It still went nowhere. I eventually gave up trying and left the situation alone. I hadn't heard back from XXXX or received any notices from XXXX since either. It was now XXXX, my credit report was hit with a collection. XXXX sold my account, which seems to be the remainder of my contract, to a debt collection company called Mountain Run Solutions. Without contacting the Mountain Run Solution, whom I have no business with, I tried my best to dispute this account through multiple credit bureaus, but it got rejected. I tried to explain my situation with the number of word characters I was allowed to send but I guess my story wasnt sad enough. 

Since I tried so hard to get my account canceled by XXXX during the times I was experiencing financial hardships and homelessness due to a natural disaster, I refuse to pay any of this debt. I wish Vivint wouldve been more considerate and thoughtful and honor my request due to my specific situation. Since I had lost everything, I had to find another job, I had to find money to make a downpayment on another car ( I had literally paid off a car the week before Harvey came and totaled it ), and I had to pay off other important debts that got heavily delayed due to my situation. I tried calling XXXX to see if there was anything they could do but they stated that they no longer have control over the account. 

Unfortunately, my credit score has been in slow recovery since and It sucks that when other services or companies have to pull my credit report, thats a negative thing they see that may affect my approval odds for getting credit cards needed to help rebuild my credit or even another apartment. I just hope to get this all situated to get that collection account off my credit report. 

Thanks for listening.

Company public response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
Company response to consumer: Closed with explanation