Consumer complaint received 2022-12-27
Company: AFNI INC.
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
Summary complaint : I was told by a XXXX XXXX representative at an XXXX XXXX XXXX that any device agreement has a 30 day reversible period. I returned the device within 30 days. The device returned was not credited to my account and I was unable to receive my traded-in device. There was a {$600.00} credit offered on the trade-in device but that was never credited to my account either. These companies set a 30 day return policy that they can not cover and this is the beginning of my complaint. 

A second part of my complaint is that a device had to be charged to my account ( an XXXX XXXX ) to be activated and try on but I never took it home that day and it was still listed on my account due. I am in dispute about being charged for a device that I did not receive. 

XX/XX/XXXX Trade in XXXX XXXX for XXXX XXXX for {$600.00} value Traded Device market value {$100.00}, Promotional value applied {$490.00} unable to get device back that was traded-in. I was then told that all trade-ins are final. This was not told to me on the initial date of trade-in by the representative. 

XX/XX/XXXX - called @ XXXX XXXX  XXXX  {$480.00} current charges, credit {$67.00} line disconnected on XX/XX/XXXX. 
sending bill by mail arrival on XX/XX/XXXX XX/XX/XXXX - received final bill in mail with final bill {$550.00} - current balance {$2800.00} including past due {$480.00} - called XXXX customer service @ XXXX CST - Spoke with XXXX  - She helped me identify which phone numbers went with each device- I requested a copy of the Device Payment Buyout Charge Agreements- XXXX couldn't tell me to which devices the buyouts applied because my account was closed - XXXX  told me to go to store that made the agreements and get a copy from them - call ended @ XXXX CST XX/XX/XXXX @ XXXX CST spoke with XXXX? 
put on hold for 7 min will email me the service agreements, returns, and charge backs via email. 
-- I received the attachments XX/XX/XXXX @ XXXX CST Called XXXX customer service. 
Spoke with someone at Customer service who said Three way call with XXXX at XXXX XXXX. 
XXXX unable to verify my account. 
Ended call at XXXX CST XX/XX/XXXX @ XXXX CST Called XXXX XXXX Customer Hotline and spoke with XXXX XXXX account Total {$1800.00} : {$490.00} for XXXX, {$760.00} for XXXX XXXX, {$600.00} credit for XXXX XXXX XXXX Escalated to " Upper Management '' for review by researcher Expect email/phone response for review in 7-10 days Call ended at XXXX XXXX  CST XX/XX/XXXX @ XXXX CST called XXXX Customer Service 8 minutes to get through the automated phone bank Spoke with XXXX. 
I informed them that I am still working on the refund from XXXX XXXX and am not ignoring their final bill. 
Call ended @ XXXX CST XX/XX/XXXX Sent copy of XXXX final bill along with other documentation to XXXX XXXX Customer Service @ XXXX EST I called XXXX customer service to remind them I am in dispute with XXXX XXXX and waiting for a credit to final bill. 

XX/XX/XXXX @ XXXX EST called XXXX XXXX, spoke with XXXX I told her the problem. She said the case was closed but she re-opened it. 
XXXX said a Researcher will get back to me in 2-4 business days. 

XX/XX/XXXX Received email from XXXX XXXX XXXX about this information being reviewed and " Please allow up to 10 business days for the next update. '' XX/XX/XXXX I received a debt collection paper from Afni , Inc for {$2800.00} @ XXXX I called XXXX : I spoke with XXXX XXXX spoke with XXXX : She reports the only note in my system is that I be transferred to Afni, Inc. She specifically said that there are no notes about my previous calls. I asked to speak with a supervisor, XXXX. I spoke with XXXX who is in Financial Services. He repeated that the note is to transfer me to Afni Collections. He did offer to transfer me to billing since there is a dispute. XXXX transferred me to the billing department. @ XXXX, I spoke with XXXX in customer service and he was helpful. He said he was recording our information for others to hear about. He recommended that I try the store again about the returns. He did confirm that the {$760.00} has been credited to my account which is for the XXXX XXXX. This amount was credited to the account today.

Company response to consumer: Closed with explanation