Consumer complaint received 2022-03-08
Company: Convergent Resources, Inc.
State: CO
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I received a bill from XXXX this month for balances due, this is the third bill I received since I cancelled service. Our request to end our nearly 20 year relationship was made in the last week of XXXX ( don't have exact date ) after trying for 6 months to have them fix coverage in our area. Their maps claim 5G coverage, there is NONE. I have an open FCC complaint about that false advertising, but in XXXX moved on to another provider. 

The first bill I paid ( it was for our normal monthly amount ), I figured it was paid in arrears ( for entire relationship I have had paid online when I'd gotten the texts each month for balance due ... never making a late payment ). Then a few weeks later, I got another bill, same amount as before but it had a 'sorry to see you go ', so I figured okay maybe I partly into another cycle and they are making me pay a full month, but .... shame on me for not knowing the contract fine print... and I paid that bill. SO, two months of payments and we're two months past end of service. 

Late XXXX, I get another bill, now another monthly due ( went up {$.00} ) and a balance for a " XXXX  Non Return Fee ''. No prior bill, correspondance, nor conversation with XXXX representatives had covered the necessity to return this device. I called in this week to investigate and was told because I didn't return it in time I had to pay for this device ... ... .... Let me rewind. In late XXXX, I lived in XXXX  and had just moved ( about two miles down the road from my other XXXX  home ), when we moved in, we went from awesome coverage to none. I spend about a month on calls with XXXX have engineers look at issues. In the end they sent me this device ( FREE of Charge because I was a valued customer ) with no disclosures, or contracts signed to help with my signal issue. Phones worked great from then on in that XXXX  house. Return to XXXX, we relocate to XXXX  and started having cell connection issues ( documented in first paragraph ). This last XXXX with spotty or no coverage for over six months, we left XXXX for another provider that had reliable service. 

On my call today ( XX/XX/XXXX ) ( 1 ) I was told that because my account was closed over 60 days ago that I could not return the device and had to pay the fee, they ( 2 ) also would not discuss the recent bill ( this would be the 3rd monthly payment since I ended my relationship ) because I couldn't provide a PIN verification. I have never used the PIN, it was probably setup 15+ years ago at account creation and they claim I can not be verified by any other manner to discuss my account in detail .... Of course they can keep repeating to me that I have to pay the full amount and there is NOTHING I can do. I asked to speak to a supervisor, was put on hold multiple times. Finally told the supervisor was experiencing some technical issues but would call me back in 5-20 minutes. That was over 3 hours ago now and I need help.

Item 1 ( the device ) : I want to give it back, I do not want to pay for this device I was sent over 3 years ago that is of no use to me.

Item 2 ( the monthly bills ) : I want to understand how I can get 3 different monthly bills since account termination, 2 of those have been paid. 

I know hve gotten mail from Convergent Outsourcing and XXXX will not talk with me regarding this equipment I DID NOT ORDER and that no contract was signed and that I WANT TO RETURN.

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