Consumer complaint received 2021-05-12
Company: CL Holdings LLC
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
I transferred my family over from XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX was offering a deal at the time if we started new service with them they would pay off the current phones cost to XXXX up to {$650.00} PER PHONE, so then our phones would be paid off to trade in for new phones with XXXX XXXX XXXX. It is an offer they had available for OVER a year. We only owed around {$400.00} each for two phones. We received the correct amount in a XXXX XXXX XXXX gift card to pay off ONE phone, the other we did not receive anything. After being in there for HOURS setting things up, when signing up we were assured that we would receive 2 gift cards in the mail to pay of each phone from XXXX. We qualified for the phones to be paid in full since it was under the {$650.00} promotion and for any cancellation fees and such to be covered to transfer over with the purchase/installment of a new phone and taxes paid, as well as trade in the phone I had with XXXX to purchase a new phone ( installment ) from XXXX XXXX XXXX WHICH I DID, and submission of last bill from XXXX showing early termination fees and such- WHICH I DID. I followed all the rules like I was supposed to per the promotion and what the XXXX XXXX XXXX representatives and emails told me to do. I stopped into the store XXXX XXXX XXXX store where we did the transfer from XXXX to XXXX XXXX XXXX and was told the representative we had no longer worked there. ( conveniently the representative that was helping us for hours to get everything fixed and resolved no longer worked there. Mind you there were system glitches the entire time we were there, however reassured multiple times by the Rep everything went through and was done correctly. A younger lady to be exact. ) We received the email saying the reward visas were sent to cover phone costs but one received ONE, and when I called the reward company MULTIPLE TIMES to figure out what happened to the other I got the runaround and then told there was no record of the 2nd reward even though I had proof. I called REPEATEDLY for MONTHS, spent HOURS on the phone calling to check up, called all the way up the chair to the Vice President of the company only to find out they were NOT willing to pay off the phone and were unwilling to do the right thing by the customer. ( Mind you, my family has been customers of XXXX XXXX XXXX for over 13 years!! Since XXXX XXXX XXXX was Singular!! ) at the time I finally spoke to the Vice President of the company, with PLENTY of extremely rude representatives in between. XXXX isn't the issue here- XXXX XXXX XXXX is. Because XXXX DID NOT receive the cost left the second phone the phone amount went to collections for {$820.00} and the VICE PRESIDENT XXXX XXXX XXXX XXXX said the best the can do is pay half of the phone cost- when initially only around {$400.00} was owed and was supposed to be completely paid off. They were VERY unprofessional, very careless and did not treat me with any sort of respect- I guess since I am a woman I dont get treated with respect and care. This collection has now been on my credit UNRESOLVED for over 5 years, and has been repurchased multiple times by the collection agencys so it continues to sit on my credit- RUINING my credit. I have tried disputing MULTIPLE times over the years. Nothing has been done other than it continues to sit on my credit ruining me with no disregard. As soon as the collection is about to fall off, it is repurchased. XXXX XXXX XXXX never denied offering the promotion, however danced around it saying they cant pull anything up about it. I asked them to pull phone records of every conversation in the beginning pertaining to this situation confirming we were supposed to receive the amounts to cover and they refused saying they cant. I have tried EVERYTHING I possibly can to get this resolved, showing proof from online MANY others had the same thing happen to them. This is EXTREMELY UNPROFESSIONAL, and that is coming from someone who has worked in customer service for 15+ years! I NEED this resolved, it has ruined my family the opportunity to be able to own a home, purchase a much needed vehicle and many other things that have needed to use credit. This is a HUGE scam that needs to be resolved immediately. I tried approaching a lawyer after I spoke with the Vice President to see what could be done, gave them all the evidence I had, but was told I probably wouldnt win because it was my word against theirs, and everything I had given the lawyer to look over had been misplaced and never recovered other than the two emails I have showing the rewards were sent! The account is under my father as the why it shows his name on the account. He is the main account holder. They even put my number in wrong for the reward and never fixed that either, they told me that didnt make a difference. Obviously it did make a difference. The files attached is all I have left of proof. I did try to contact XXXX to let them know what was going on, however the issues wasnt with them, it was with XXXX XXXX XXXX not following through with their promotion. XXXX was just following through because they didnt receive the coverage amount from XXXX XXXX XXXX.

Company response to consumer: Closed with explanation