Consumer complaint received 2022-09-20
Company: SUNRISE CREDIT SERVICES, INC
State: NC
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
I attempted to resolve with XXXX  multiple times and then discovered debt collection services had been initiated via Sunrise Credit Services , Inc . 

I have been an XXXX customer since XXXX and it is unfortunate that my moving out of state and canceling of their service has caused this much confusion for me ( and apparently every rep I speak to at the company ). When XXXX failed to place a temporary hold on my account inXXXX of XXXX ( even though I called to orchestrate a temporary hold ) which would have reduced my bill to {$60.00} per month, I was charged full price for the next four months and had to deal with billing upon returning home iXXXX of XXXX. I complained and explained that I called to place a hold on my account due to being out of the country for the past few months. Nothing was done to remedy the situation. I paid my huge balance and assumed theywould simply restart my service. I was then prompted by a customer service rep to restart service under a new account, which would require a technician to come out and install new equipment and also require that I pay {$200.00}. Not only did the tech come out and restart my same equipment, but this caused confusion with XXXX yet again and they charged me for having my old equipment and new equipment ( i.e. new equipment that I never received ). I later found out that XXXX immediately charged me {$470.00} and said it was for me not returning my old equipment. I had to go back and forth with that particular rep, insisting that I never received newcable equipment, was still using my old equipment, and asked her what they did to keep track of their boxes that were sent out. I got no straight answer, but I refused to do the problem solving on this issue since I am not an XXXX  employee. 

On XX/XX/XXXX, the day after the new service installation, my internet cut out. I had to call once more to tell them that their " newly installed service '' was not working at all. I was then credited {$200.00} to my account for the inconvenience and a technician was scheduled to come out to fix the issue. However, I never received a stable internet connection from the day of my " new '' service, so I ended my XXXX after the 3rd week of not being satisfied. From my understanding, XXXXdoes n't hold you to any contract, especially if you cancel before 30 days of your brand-new service. At some point, I logged into my account and noticed that the {$200.00} credit had disappeared. When I flagged this to another rep and also inquired about receiving a refund for the {$200.00} payment, I was told that the refund would be credited to my card. I had to call and follow up on this refund and was told by another rep that I would receive the refund via check, mailed to my new address. This never happened and so I tried to dispute this charge with my bank. I am assuming that XXXX gave them an excuse as to why I should not receive a refund. 

Now here comes the equipment issue. After I moved, afew reps began calling to tell me to return theirequipment. I was instructed to log in to my account, click on " my orders '' and print a return label frommy recent order. I explained to multiple reps that I only had an email confirmation from XX/XX/XXXX that confirmed my recent order, but no order was appearing under my account. After months of informing XXXX that I had no orders listed under my account, a rep finally sent me a fed exlabel. I returned the equipment and havea receipt confirming the return, but started receiving calls from Sunrise Credit Services in an attempt to collect a debt from XXXX ; one debt for my equipment and also for a bill of {$120.00}. Where is this {$120.00} charge coming from out of nowhere? I contacted the debt collection company advising no written was notification ever provided nor any actual notice of the alleged debt. When I contacted the collector, they refused to provide any avenue for resolution and instead demanded payment. I am beyond confused by this situation at this point. 

I have overpaid XXXX for multiple mistakes they have made over the years to my account ( s ), including a " special deal '' one rep added to my account in XXXX, that ended up increasing my monthly bill instead of reducing it.I want my money back for the service installationfailure back in XXXX of this year and this random {$120.00} bill that they passed along to Sunrise needs to be settled by them as well.

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