Consumer complaint received 2023-03-09
Company: MRS BPO, LLC
State: KY
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
XX/XX/XXXX I went to XXXX XXXX  in XXXX Ky. A third party sales company for XXXX XXXX XXXX I purchased 2 XXXX XXXX XXXX  and a XXXX XXXX XXXX XXXX. With a two year service plan. 

XX/XX/XXXX I went back to the store and exchanged the XXXX XXXX XXXX  because it did not suit my needs. Replaced it with a XXXX  box. There were issues getting the new XXXX  box connect to my current account I just started with XXXX. So the salesman closed the original XXXX account out and started a hole new one with the originally purchased phones and the new mifi box. XXXX has a 30 day return policy so I was not charged for the XXXX, I only had to pay a restocking fee. 

XXXX XX/XX/XXXX I keep receiving emails and home mail about a past due balance of {$190.00}. I called XXXX to see what was going on, they said my bill was paid and up to date. 

XX/XX/XXXX the emails and letter kept persisting saying that if I did not pay my bill service would be terminated. So I call XXXX once again, they assured me everything in my account was paid in full and I had no worries of service disruption. They were confused on why I was receiving these texts and letters. 

End of XX/XX/XXXX I get an email from a debt collector trying to collect money from XXXX XXXX. I call the debt collector and they were very rude and would not give me any details. I submitted a dispute with them. 

XX/XX/XXXX I checked my credit thru credit karma and noticed a collection added to my account from XXXX XXXX. At this point I am irate. After 5hrs of being on the phone and being hung up on serval times and transferred multiple times I find out that the XXXX that was returned was never deactivated from service. So the original account I had thru XXXX was never fully closed and I was being charged for service on a returned item for months with out any knowledge. XXXX has submitted multiple tickets to resolve this issue and has yet to do so. I never get called back nor do I get a resolution. I have asked multiple times for proof of this debt from them sent to me thru email. They refused to give me anything on the original account because they said its technically closed and has been sent to collections. All I have it the account number involved. But some of the associates I spoke with at XXXX said this is wrong and should have never been sent to collections. 

The same exact day I decide to pay my XXXX bill of {$290.00} and {$23.00}. I tried to just pay {$350.00} thru the app. It popped up an error during processing. So I paid the {$290.00} amount and got a confirmation and then paid the {$23.00} amount and got a confirmation. Upon checking my bank account the original {$350.00} payment was deducted from my account also. So back to calling XXXX once again, they had no record of a {$350.00} amount being posted to my account and told me to call my bank. So I called the bank, they stated it may redeposit after the 3 business days. To check back. 

XX/XX/XXXX I called the bank back and they said the funds were issued to XXXX XXXX. That I could file a dispute with them to get the money back. So I filed a dispute with them.

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with explanation