Consumer complaint received 2016-07-15
Company: EOS Holdings, Inc.
State: CA
Product: Debt collection
Sub-product: Other (i.e. phone, health club, etc.)
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt is not mine

Complaint:
In XXXX XXXX, I signed an XXXX XXXX customer agreement contracting internet services at my home in XXXX, CA. My conflict began on the day of service installation when the installation technician, XXXX XXXX, suggested installation locations of satellite, equipment, and wiring. His theory seemed to be based on his own distance convenience rather than service quality, or performance. After expressing concern about the equipment installation location, he reluctantly agreed to install the equipment in a more central location of the house I believed would allow for better internet signal throughout the house. On the second day of installation XXXX told me that I would have to buy XXXX XXXX XXXX wireless routers at XXXX XXXX to better route the internet signal. The XXXX XXXX routers costed me {$440.00} plus taxes and XXXX insisted that these routers would work at improving the quality of internet service. From the moment of installation the internet service provided by XXXX XXXX XXXX through XXXX was problematic. The internet service was often weak and less effective than my previous internet service. I took every step I could on my end to try to resolve this service problem and honor the service agreement with XXXX. These steps included repeated phone calls to XXXX customer service to ask for ways to improve internet speed and quality, and to request technician support. I received very little support from customer service and was told that, in order to save internet allowance, I should try to limit my downloads between the hours of XXXX. After months of paying my bill and struggling to use the internet service, out of exasperation, I called the company to cancel my account and have all equipment removed. When I called to cancel my account, customer service offered many promotions, account credits, and free services to keep my business, but after my dissatisfactory service experience I was determined to end business with them. A few days after my cancelation, an XXXX technician, XXXX, came to the house to remove equipment and explained to me that the initial equipment installation had been done incorrectly including incorrect wiring and unnecessary drilling of holes meant for wires. XXXX removed all equipment including satellite and wiring and took it with him. He left behind an equipment piece that he said I would have to return to XXXX by mail in a box provided by XXXX. I saved the equipment piece and waited for the mailing box I had been told would arrive in the mail. After weeks of not hearing anything from XXXX, I called customer service to ask for the return box for the remaining equipment piece. The return box arrived weeks later and it appeared to be the incorrect size for the equipment. Nonetheless, I returned the equipment piece in the box to the address provided. Since my cancellation I have encountered billing issues that include unauthorized charges on credit card, lack of notice on outstanding balance, and debt collection. In XXXX XXXX, XXXX made an unauthorized charge on the credit card they had on file. I disputed the charge with the credit card provider and with XXXX. I then called XXXX customer service to reiterate that my account had been canceled and that I would like them to discontinue charging us for a service we were not receiving. After several more months of not hearing a word from the company, I received a letter from XXXX, XXXX in XXXX XXXX notifying me that my account was suspended due to nonpayment of charges and that I had a past due balance of {$450.00}. XXXX months later, in XXXX XXXX, I received a notice of collection placement stating that we owed a balance of {$1100.00} to XXXX XXXX. I have tried to resolve outstanding balance disputes with XXXX XXXX through several phone calls to XXXX customer service, but I have encountered a lack of response.

Company response to consumer: Closed with explanation