Consumer complaint received 2022-03-25
Company: I.C. System, Inc.
State: CA
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
In XXXX of XXXX I took my dog to XXXX XXXX XXXX on XXXX XXXX in XXXX XXXX, CA. They told me that if I signed up to pay a regular monthly fee of {$44.00} that they would cover the costs of my pet 's care through their wellness plan. I agreed to pay the {$44.00} + {$20.00} to start the plan, according to the vet 's office. I brought my dog in XX/XX/XXXX for a follow-up booster shot and paid separately for an ear cleaning that the XXXX XXXX XXXX on XXXX XXXX in XXXX XXXX stated was not covered because XXXX had suspended the plan. At the time I did not know the reason why, so I paid for the services that day. I never received any paperwork following my initial payments, nor did I receive any delinquency notices. I did not bring my dog to XXXX after XX/XX/XXXX because of the plan suspension, which I did not know how to resolve. 

I received a call in XX/XX/XXXX from XXXX 's customer service. The customer service rep said that they were unable to charge my card since XX/XX/XXXX. I tried to troubleshoot the issue over the phone with her, but nothing was working. I followed-up with my credit card issuer, and eventually found that my credit card company had flagged XXXX XXXX XXXX as fraud because XXXX was repeatedly trying to charge my card more than once per day. I called XXXX back after receiving this information from my credit card company and asked XXXX to extend the membership period to account for the time I was unable to use the plan while this issue was occurring, due to their own erratic collection practices ( basically 2-3 months ) and XXXX refused XXXX Therefore, I asked to cancel the plan so I would no longer have to pay. The woman I spoke to assured me that it was cancelled and that I would receive a letter in the mail. 

Then, I received an email in XX/XX/XXXX from XXXX. The email stated that I was still being held responsible for the monthly cost of {$44.00} for 12 months and that IF I wanted to cancel my plan I would still have to pay approximately {$500.00} for the remaining 11 months on the plan. I explained that I had already cancelled the plan a few months prior. I also asked if I would re-gain use of the plan if I paid the approximately {$500.00}. XXXX refused to respond to my question in writing and told me to call them. Since they did not cancel my plan as requested over the phone previously, I felt it would not serve the situation well to speak to them on the phone again due to their obvious dishonest over cancelling the plan several months before. 

On XX/XX/XXXX I received a notice from I.C. System Inc. stating that they are trying to collect a debt on behalf of XXXX XXXX XXXX. The letter states that XXXX is both the original and current creditor to whom the debt is owed. They are asserting that I owe XXXX {$490.00} which is essentially 11 months of the plan. However, there is no mention of regaining access to the wellness plan if I pay the amount. Essentially, XXXX is calling this amount the cancellation fee to the plan. I was not informed that this would be the case. There was never any mention of having to pay the monthly cost of the plan regardless of my access to it. I believe this to be purposely orchestrated by XXXX XXXX XXXX to collect money from consumers that their business does not actually earn. They were not transparent about any cancellation fees or costs to terminate the plan at the time I signed up.

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