Consumer complaint received 2016-10-31
Company: Focus Holding Company
State: MD
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:
I ordered a XXXX service in XXXX of 2016. On XXXX XXXX, 2016 my husband 's card was charged {$440.00} for XXXX year of XXXX service. By the end of XXXX and into the first week in XXXX, XXXX failed to provide service to me. I called and called multiple times, created an online profile, requested service, called the branch and attempted to get a straight answer or time for when service was to be rendered at my home. I would get calls from " technicians '' that they ca n't make it, they are late, they will come in another 2 hours etc., but to no avail. They never showed up. Finally, I called the branch and cancelled my service, per their satisfaction guarantee. The associate told me the service was cancelled and they will refund me the amount they owed me of {$440.00} because they failed to service my home as promised. I never received the credit. Accordingly, my husband disputed the charge with his credit card company, who after 60 days of dispute resolution with XXXX, received the credit from XXXX and credited my account with the total on XXXX XXXX, 2016. I have no heard of this issue since XXXX XXXX. Today, on XXXX XXXX, 2016, I received mail from a COLLECTIONS AGENCY : Focus Receivables Management , LLC, which states that they are going to report to my credit reporting agencies that I owe {$240.00}. I have no idea where they got this number from or why they would not have sent me a bill. I have received NO correspondence from XXXX, no bills in the mail, nothing via email, nor via my online portal. They gave me NO NOTICE whatsoever of this " outstanding '' amount owed. All of a sudden, I received this letter of collections as reported by XXXX. It is incredible to me, that a company which neither provided the service as promised, nor could resolve the lack of service issue, nor could cancel my account properly, nor refunded me the money, has the audacity to at this point send my information to a credit reporting agency and collections agency, without providing me any advance notice, and by trying to bill me a doctored amount of {$240.00}. I have called XXXX and they are now sitting on their hands. They have no apparent urgency in trying to resolve this matter, despite the fact that in 30 days the collections agency is going to report on the status of this account. I am appalled at the lack of customer service, the cheating and manipulative tactics of this company and the lack of apology or ability to quickly resolve this matter! Furthermore, this was charged on my husband 's card, and yet they submitted my name for collections. It is clear to me now how XXXX has remained in business, and that is by unduly influencing people into buying their service, failing to render service, and then reporting them for false debt to collections agency, all the while failing to resolve the matter.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation