Consumer complaint received 2019-10-21
Company: Prince Parker & Associates
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
Beginning in XXXX of this year I started having charges on my XXXX XXXX XXXX bill that I did not order. I spoke with XXXX on XX/XX/XXXX at XXXX. He told me he would remove the {$4.00} from my bill. On XX/XX/XXXX there was a {$4.00} credit, but it was billed again. I spoke with XXXX at XXXX and she told me she would credit my account and remove the movie package also, and set up my account with my same package at a reduced TV portion rate to reflect $ XXXX/month less to my bill. XXXX 's bill came and {$4.00} was still on my bill as a remaining balance and there was a {$3.00} partial month credit for a service I still hadn't ordered or used. I called and spoke with XXXX on XX/XX/XXXX at XXXX. He said he would remove the {$4.00} remaining balance charge and reduce my bill by the {$30.00} I was suppose to receive per my conversation of XX/XX/XXXX with XXXX. He said it would be credited after 3 days and they had a chance to review the recording of that conversation, so my new bill would be {$130.00} and I should ( and did ) pay that revised amount.XXXX 's bill came and I had a {$34.00} past due on my account. I called once again. This time I called on XX/XX/XXXX at XXXXXXXX XXXX and spoke with XXXX who was no help and just told me I owed a late payment fee of {$9.00} and a total balance of {$160.00}. I said I didn't understand, XXXX transfered me to a Loyalty rep at which time my call was dropped. I called back at XXXX and talked to XXXX to cancel my phone/internet and XXXX XXXX She was very pleasant, cancelled my services with a confirmation number and said I would get an email within 1 day or via mail in 7 days with a final adjusted bill. 
I received my XXXX bill with a past due amount and new charges including a XXXXXXXX XXXX of {$48.00} that had a start date of XX/XX/XXXX ( 4 days after I stopped all services ). i called XXXX at XXXX on XX/XX/XXXX who forwarded me to XXXX XXXX, who put me on hold till XXXX when I reached Supervisor XXXX. He tried to justify the XXXXXXXX XXXXt and all the charges by saying that XXXX XXXX XXXX pays XXXX XXXX before the customer pays them for the XXXX XXXX services, so therefore even though I cancelled my account on XX/XX/XXXX those were all legitimate charges!?? But, after us arguing over the {$150.00} charges, he said, ok, lets just take those off the table and deal with other charges that I took exception to, so he agreed to credit the other charges and my new final balance would be {$140.00} which I paid on XX/XX/XXXX. That should have been it, but I received a XXXX bill, so I figured the credits hadn't caught up yet, which apparently they hadn't. I received a Final Notice on XX/XX/XXXX that still showed the balance before XXXX adjusted the bill. Then on XX/XX/XXXX I received a second Final Notice that indicated most of the charges had been reflected in the new amount. However, the {$150.00} balance was there. And I received a collections call from XXXX at Prince, Parker and Associates saying they just received a collections notice for {$150.00}. So, I called XXXX XXXX XXXX again on XX/XX/XXXX at XXXX. I talked with XXXX who sent my call to XXXX who redirected my call to XXXX who was suppose to connect me to a XXXX XXXX XXXX specialist, but my call got rerouted to XXXX in XXXX, who was the only one I didn't have to explain everything to and he acknowledged up front that it was beyond him to help me and he sent me to XXXX, who is located " off-shore ''. I told her not to put me on hold as I was tired of re-explaining my situation. We started our conversation at XXXX and finished at XXXX. She kept me on the phone, but she would come back and just tell me she was re-evaluating the charges. Then she said that it was a legitimate charge and I told her I needed her to explain it to me so I could understand. Twice, she held the phone away from her as she quickly said whatever she said to justify the charges. I asked her twice to slow down and repeat herself. Every other time she spoke she was quite clear. After the second time I asked her if she would connect me to her supervisor. She said there were no supervisors available, but one would call me back that evening on my cell phone ( the number tied to the account ). No one called me back. The next day, however I received an automated call on my home phone asking about my experience of my call the previous day. I responded that I was not happy with the service and it had not resolved my problem and I requested a supervisor contact me. Again, no response.

Company response to consumer: Closed with explanation