Consumer complaint received 2022-02-09
Company: SUNRISE CREDIT SERVICES, INC
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Sunrise Credit Services still submitted inaccurate information to credit reporting agencies on XX/XX/XXXX regarding a charges allegedly owed to XXXX XXXX ( XXXX ). I provided them with the below proof these charges are invalid on XX/XX/XXXX to their email address. They have not responded to me. You will see below a full timeline with relevant records to this dispute. Also I have phone bill records showing the calls in which I canceled service, which their billing department claimed ignorance of. 

I do not owe this debt, and it should be removed from my credit file. 

-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- I was just informed that you were attempting to collect invalid charges from me regarding a XXXX account. I have initiated a dispute and am providing this information to assist. These are invalid ; please cancel them. Here 's what happened : On XXXX we ( my family and I ) closed the purchase of our new house, XXXX XXXX XXXX. 

On XXXX we moved out of our old house, XXXX XXXX XXXX XXXX XXXX 

On XXXX at XXXX XXXX local time, I called XXXX - This number is the same number I have used to speak with XXXX for customer support in the past. It is also listed as the " Residential Sales '' number on XXXX XXXX XXXX  and independently archived at XXXX XXXX XXXXXXXX - to cancel all services since we were moving. I then received a call back from XXXX ( XXXX ). The support representative I talked to assured me my service would be canceled and I asked him where to return the equipment used to access the cable TV and internet. He told me to return it at the local XXXX store and I dropped it off that morning. 

XXXX later acknowledged receipt of this equipment. 

At this time we had canceled and disconnected our service and did not and could not use service at XXXX XXXX XXXX XXXX and should not have been billed for further service. 

Yet over the next months we received more full bills including all charges. 

On XXXX at XXXX XXXX Central Time, slightly under 1 month from canceling, I received a call from number XXXX that said " this is XXXX calling '' and said that if I did not pay my bill my service would be disconnected- I spoke to the person on the phone and informed them that I had canceled services, returned equipment, and moved away and had disconnected weeks ago. The representative apologized and I hung up, thinking the issue would be resolved. But XXXX still did not correct the charges or fix the bill and continued sending bills. 

I complained publicly on XXXX in XX/XX/XXXX and was invited to send more details. I did so with the following message : XX/XX/XXXX, XXXX XXXX " Yes, my phone is XXXX and address used to be XXXX XXXX XXXX XXXX XXXX Please stop sending me bills, I have cancelled services, returned equipment, and moved away months ago. '' XXXX once again did not correct the charges or fix the bill. Instead the rep said " I would recommend to call into our customer service team in order to get that part resolved '' On XXXX at XXXX XXXX local time, I called XXXX ( XXXX ) to again attempt to resolve the issue. I spent over XXXX minutes on the phone talking with the billing department, who claimed they did not have a record of my call and refused to correct the bills. Faced with their continued denials, while calling, I eventually searched my call logs and gave them the exact time and date yet they still claimed they had no such records. I asked them to consult their phone company for records as I and my phone provider had such records. They did not. 

To summarize : - We moved away from the service address on XX/XX/XXXX. 
- I canceled XXXX services by phone on XX/XX/XXXX. 
- I was instructed where to send my disconnected equipment. 
- I sent in and returned the disconnected equipment. 
- I continued to inform XXXX by numerous channels and in response to numerous inquiries over the following weeks, yet their representatives did not follow through and correct the bill. 
- At no point during or at any point after that call did I or anyone else related use the cable connection to XXXX XXXX XXXX XXXX XXXX not by internet, phone, or TV. 
- If XXXX has retained logs ( for example, XXXX, XXXX, etc. logs ) of that time, they will show that we never used the service after canceling and disconnecting. 
- If it were not for calling to cancel we would not even have known how to return the equipment and is further evidence we did so. 
- It would not even have made sense to continue service to the location as it could not have been used without the cable box and modem. 
- XXXX XXXX allegation that service was not canceled completely lacks credibility, motive, and directly conflicts with all evidence. 
- XXXXXXXX XXXX  admitted inability to keep records, ignorance of documented calls, and refusal to investigate further does not impose liability on me and is not mine, but their problem to resolve.

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