Consumer complaint received 2021-08-24
Company: Receivables Performance Management, LLC
State: KS
Product: Debt collection
Sub-product: Other debt
Issue: Communication tactics
Sub-issue: You told them to stop contacting you, but they keep trying

Complaint:
I cancelled a XXXX mobile phone account with 4 lines back in XXXX of XXXX. XXXX continued to charge my XXXX for an additional 18 months on 2 of the 4 lines. All of which should've been cancelled. I filed a complaint with XXXX XXXX in XXXX of XXXX. XXXX refunded 8 payments and I assume recouped what they were owed from XXXX. XXXX also finally cancelled my auto-pay, which is why XXXX was able to keep charging my card in XX/XX/XXXX. After it was cancelled, XXXX continued racking up charges until I got an email stating that I owed them $ XXXX. I called XXXX/XXXX to resolve that issue. After speaking with XXXX/XXXX  through several escalations for 3 hours on XX/XX/XXXX, I was told that my issue was resolved after the manager I spoke with went back and verified my intent cancel all 4 accounts using data from my original cancellation call. XXXX wiped away $ XXXX in charges and I was told that my issue was resolved. All of a sudden, I receive another bill from XXXX for {$25.00}. It was never explained to me where it came from or why. I sent them a very nasty email on XX/XX/XXXX. The email was never responded to. I sent them another email on XX/XX/XXXX after receiving another bill via email. They never responded. Then I started receiving phone calls from this collection agency. The agency is Receivables Performance, and I spoke to XXXX XXXX. I explained to her twice what the issue was and that she needed to speak to XXXX. The third call, she hung up in my face. The fourth call, I explained again, asked for her name and told her that I would be reporting her and her company. 
I have all of the emails to and from XXXX  as verification. See below ... 


XX/XX/XXXX I am suing this company. Its ridiculous. How is it that I owe you anything when I confirmed cancellation over a year ago. Ive spent 3 hours on the phone with you XXXX  only to get another bill from XXXX. Not happening. 

On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX wrote XXXX XXXX XXXX Now Part of XXXX Your XXXX bill is ready. 

Pay now View your bill Pay your phone bill anywhere, anytime with AutoPay. 


Billing period XX/XX/XXXX - XX/XX/XXXX Account number XXXX Total due by XX/XX/XXXX {$25.00} XX/XX/XXXX Is this XXXX serious!!!!???? 
I was on the phone with your people for more than 2 hours recently cancelling an account that I tried to cancel a XXXX year ago. And you still send me another Bill?????

If I dont hear back from you cancelling this XXXX account within 24 hours, XXXX will will hear from my XXXX lawyers!!!! 
This is XXXX ridiculous!!!! 


On XX/XX/XXXX, at XXXX XXXX, XXXX XXXX wrote : XXXX | Now Part of XXXX Your XXXX bill is ready. 

Pay now View your bill Pay your phone bill anywhere, anytime with XXXX. 


Billing period XX/XX/XXXX - XX/XX/XXXX Account number XXXX Total due by XX/XX/XXXX {$25.00} If a recent payment doesn't reflect in the Total Due, please check your updated balance online by clicking 'View your bill. ' Manage your account right now from your device. 
" width= '' 100 % '' style= '' border-collapse : collapse ; '' > Get our app We love working for you. 

We want to make it easy to get help you need, when you need it. Check out XXXX for self-service and support information. 

Manage your account right now from your device. 
" width= '' 100 % '' style= '' border-collapse : collapse ; '' > Embedded Image Note : Please sign in to your XXXX XXXX account before proceeding for the best experience. 

As the global impact of COVID 19 ( coronavirus ) continues to unfold, we have taken steps to protect the health, safety and well-being of our customers, employees and communities. As we support those impacted, we are experiencing longer than normal call/chat wait times. You can see the latest information here and on the XXXX XXXX app on your phone. 

Please do not reply to this email because this mailbox is not monitored. 

I attempted to contact you again by phone and was unable to reach you to help resolve your issue. 

If you are still experiencing an issue, please call XXXX-XXXX-XXXX.

I noted your account with key details, so you can work with any XXXX representative on this matter. 

Helpful tip : Use our free XXXX XXXX App or go to XXXX to make account changes, get device support, pay your bill and much more. 

Sincerely, XX/XX/XXXX Oh my goodness. I was told that I would receive a call back on Tuesday. Today is NOT Tuesday. So why would I be looking for your call today. 
Moreover, you do not need me on the phone to cancel an account that you yourself confirmed was supposed to be canceled a year ago XX/XX/XXXX. 

What needs to be said is how much money you are going to pay me back. 


On XX/XX/XXXX, at XXXX XXXX, XXXX wrote : Embedded Image Note : Please sign in to your XXXX  XXXX account before proceeding for the best experience. 

As the global impact of COVID 19 ( coronavirus ) continues to unfold, we have taken steps to protect the health, safety and well-being of our customers, employees and communities. As we support those impacted, we are experiencing longer than normal call/chat wait times. You can see the latest information here and on the XXXX XXXX app on your phone. 

Please do not reply to this email because this mailbox is not monitored. 

I was unable to reach you by phone to help resolve your issue. I am going to attempt to call you again on XX/XX/XXXX at XXXX XXXX XXXX XXXXZone. If you see this number appear on your Caller ID : XXXX-XXXX-XXXX, that means the call is coming from XXXX. 

If this is not a good time to call you, please call XXXX-XXXX-XXXX  at your earliest convenience, if you are still experiencing an issue. 

I noted your account with key details, so you can work with any XXXX representative on this matter. 

Helpful tip : Use our free XXXX XXXX App or go to XXXX to make account changes, get device support, pay your bill and much more. 

Sincerely, XXXX I DO NOT HAVE AN ACCOUNT WITH XXXX. WHAT THE XXXX IS WRONG WITH THIS XXXX COMPANY. I HAD TO HAVE XXXX STOP PAYMENT AFTER CANCELLING MY ACCOUNT A XXXX YEAR AGO. YOU WERE STILL CHARGING ME. GET THE XXXX OUT OF HERE!!!!!!!! 


On XX/XX/XXXX, at XXXX XXXX, XXXX Payments XXXX wrote XXXX XXXX Now part of XXXX Collection agency alert : Make a payment today. 

As of the date of this email, we have not received full payment for your past-due XXXX account. Because of this, your account is scheduled to be placed with a collection agency within the next seven days. 

Account number : XXXX Account name : XXXX XXXX Address : XXXX XXXX XXXX XXXX  XXXX XXXX, KS XXXX Amount due : {$400.00} Due date : XX/XX/XXXX View your bill XXXX Now part of XXXX Important news, just for you : My XXXX makes it easy to manage your account while at home or on the go. 
Go to XXXX or download our app to get started. 
For assistance, visit XXXX. 




Billing and payments Confirmation no. : XXXX Date/Time : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Confirming AutoPay is cancelled for account XXXX. Your balance is no longer automatically paid using XXXX ending in XXXX, effective immediately. You can make payments by signing in to XXXX or call XXXX. Important-If you're on an eligible plan, this XXXX cancellation has removed your discounts. To reenroll, go to XXXX From XXXX Account Ending In XXXX Reference Number : XXXX Merchant Name : XXXX XXXX XXXX-XXXX-XXXX  Transaction Amount : {$130.00} Transaction Date : XX/XX/XXXX Dear XXXX XXXX XXXX, We're writing regarding your recent inquiry about the transaction from XXXX XXXX XXXX-XXXX-XXXX. 

We're writing to let you know that, as a result of our investigation, we've credited your account for {$130.00}, which will appear on your next statement. 

It's important to know that we may accept the response from XXXX XXXX XXXX-XXXX-XXXX  at a later date and review the information they provide. In these situations, we may rebill your account. If that happens, we'll be sure to let you know immediately. If you don't hear from us by XX/XX/XXXX, then you may consider this matter closed. 

Thank you for the opportunity to assist you in this matter. 


Account Ending In XXXX Reference Number : XXXX Merchant Name : XXXX XXXX XXXX-XXXX-XXXX  Transaction Amount : {$130.00} Transaction Date : XX/XX/XXXX Dear XXXX XXXX XXXX, We're writing regarding your recent inquiry about the transaction from XXXX XXXX XXXX-XXXX-XXXX. 

We're writing to let you know that, as a result of our investigation, we've credited your account for {$130.00}, which will appear on your next statement. 

It's important to know that we may accept the response from XXXX XXXX XXXX-XXXX-XXXX  at a later date and review the information they provide. In these situations, we may rebill your account. If that happens, we'll be sure to let you know immediately. If you don't hear from us by XX/XX/XXXX, then you may consider this matter closed. 

Thank you for the opportunity to assist you in this matter. 

Sincerely, XXXX XXXX | Support XXXX Important news, just for you : Heres a quick summary of recent activity or changes made to your account. To make additional updates, go online, use the XXXX XXXX Mobile app or chat now to easily manage your account on the go. 





Account and device updates Confirmation no. : XXXX Date/Time : XX/XX/XXXX XXXX XXXX  ( CST ) The XXXX-owned phone on your cancelled line XXXX is still on an open lease. You now owe {$190.00} ( {$190.00} device purchase option price plus the {$0.00} remaining monthly lease payments ). If you return the leased phone to XXXX with locks disabled in good working condition, we'll credit you for the device purchase option price charged to your account. Call XXXX-XXXX-XXXX  to discuss your options. 

Confirmation no. : XXXX Date/Time : XX/XX/XXXX XXXX XXXX  ( CST ) The XXXX-owned phone on your cancelled line XXXX is still on an open lease. You now owe {$160.00} ( {$160.00} device purchase option price plus the {$0.00} remaining monthly lease payments ). If you return the leased phone to XXXX with locks disabled in good working condition, we'll credit you for the device purchase option price charged to your account. Call XXXX-XXXX-XXXX  to discuss your options. 

Tips to make your experience with XXXX even better : Control device services. You can easily turn on and off voice, text, data and more for all the devices on your account online and using your XXXX XXXX Mobile app. 

Review your lease and loan details : Click View agreement under your device in

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