Consumer complaint received 2017-02-09
Company: Experian Information Solutions Inc.
State: DE
Product: Credit reporting
Issue: Incorrect information on credit report
Sub-issue: Account status

Complaint:
Since XX/XX/XXXX I have been disputing a defective device and no service rendered, XXXX is damaging my credit report. 

From : XXXX Sent : Thursday, XX/XX/XXXX, XXXX Subject : Better Business Bureau of XXXX complaint ( CASE XXXX ) Hello Me : Where is my signed document/Agreement? 
XXXX : The agreement was signed and accepted electronically on XX/XX/XXXX over the phone with our Customer Care Team. 
Me : This is not correct, I purchased the device online. I WOULD HAVE NEVER SIGNED AN AGREEMENT BY PHONE. THERE IS NO EVIDENCE THAT I WOULD HAVE ACCEPTED THE RISK OF LOSS OR DAMAGE FOR A NEW PHONE. THAT DOES NOT MAKE SENSE AT ALL. I do n't agree that I have to pay for a broken phone sent by XXXX. 
XXXX : Per the Terms & Conditions of Device Payment Agreement #, Section XXXX RISK OF LOSS : INSURANCE. You bear the entire risk of loss, theft or damage to the Device from any cause during the term of this Agreement. Even if the Device is lost, stolen or damaged, you remain obligated for the total of the payments. We recommend that you obtain property insurance on the Device. You may obtain property insurance from others on goods purchased under this Agreement. 
XXXX : Invoice dated XX/XX/XXXX- XX/XX/XXXX- represents the credit adjustment of {$460.00} Me : Ok, I have a credit from XXXX of {$65.00} never used or applied to any invoice. 
XXXX : The credit of {$65.00} was applied to the current charges of {$210.00} which reduced your balance to {$140.00}. 
Me : EVERYTHING WAS PAID ON TIME SO RECALCULATE IT AND UNDERSTAND THAT I HAVE A CREDIT OF {$65.00} NOT A BALANCE DUE IF YOU RECALCULATE ALL MY BILLS AND PAYMENTS XXXX : Invoice dated XX/XX/XXXX- XX/XX/XXXX shows the last billing statement we did not receive payment for. Yes we did receive a payment of {$160.00} and it posted on XX/XX/XXXX. The new balance was {$130.00} and we did not receive payment. 
Me : I canceled my service on XX/XX/XXXX ( XXXX owes me a credit for 9 days of no services rendered ). Final bill was for services XX/XX/XXXX to XXXX of {$130.00}. Second phone line was canceled on XXXX ( use 3 days of services not full XXXX billing cycle ). 
XXXX : As a reminder, XXXX billed you through the end of your bill cycle as indicated in your customer agreement. In this case, the cycle ends on the XX/XX/XXXX of every month. 
Me : AGAIN, THIS DOES NOT MAKE SENSE. I DID NOT RECEIVE THE SERVICE. ( SERVICE WAS DISCONNECTED ON XX/XX/XXXX AND 2ND LINE ON XX/XX/XXXX ). SO WHY I HAVE TO PAY FOR SERVICES NOT RENDERED AT ALL FROM XX/XX/XXXX TO XX/XX/XXXX? THAT DOES NOT MAKE ANY SENSE Me : Also, I noted that the credit is related to the device. The representative from XXXX told me over the phone that he was going to credit my account and send me the documents. I never received the documents and I thought that I never received the credit. So, if XXXX already gave me the credit of {$460.00} for the device, why are you charging it again and again? 
XXXX : Our records indicate, you completed an early edge upgrade on XX/XX/XXXX. You were required to return your previous device and it was not received in the appropriate time frame. You were charged an early device upgrade non-return fee of {$290.00}. Once the equipment was received, we issued an adjustment on XX/XX/XXXX. In addition, we applied courtesy credits of {$130.00} plus taxes, totaling {$460.00}. The breakdown of the credits is reflective on the XX/XX/XXXX - XX/XX/XXXX invoice. Lastly, upon disconnect, the remaining balance on your Device Payment agreement # XXXX was billed on the next invoice and considered to be normal business practices. 
Me : I RETURNED THE OLD PHONE ON TIME AND YOU RETURNED IT BACK. YOU HAVE THE WORST PROCESS FOR RETURNING DEVICES BUT I RETURNED IT. 

Based on our original findings, our position remains the same and we deem the remaining account balance as valid.

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