Consumer complaint received 2023-07-02
Company: I.C. System, Inc.
State: FL
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was result of identity theft

Complaint:
Im disputing the charges of {$390.00}, due to identity theft. Both my cell phone and internet service were compromised by XXXX XXXX and XXXX XXXX. I got locked out of my internet and email accounts at the end of XX/XX/XXXX ; I had no internet or email access. My resolution is for my account to get to a XXXX balance. 

A police report was filed with XXXX XXXX Police Department on XX/XX/XXXX, alerting them that my internet service, as well as my cell phone service was compromised. Cell phone service was provided by XXXX XXXX and internet service through XXXX XXXX. A copy of the police report is attached. I also contacted XXXX XXXX and XXXX XXXX that my internet and cellular accounts were compromised. 

I brought my own XXXX XXXX and activated it online through an e-Sim in XX/XX/XXXXXXXX XXXX Initially, the cell phone service with XXXX XXXX was under cell phone number XXXX ; which then changed to XXXX. Upon starting my cell phone service, I received an electronic e-gift card valued at {$350.00} from XXXX XXXX via email. I brought my own cell phone an XXXX XXXXXXXX XXXX under IME # s XXXX and XXXX. I activated my cell phone service using cellphone number XXXX via an E-SIM on the XXXX XXXX network on or about XX/XX/XXXXXXXX XXXX 

On or before XX/XX/XXXX ; I received a text message from XXXX XXXX indicating that my data usage had exceeded the procured plan and therefore my data usage will be reduced to slower speeds. I knew that I had not consumed this data, so I called XXXX XXXX to inquire about my data usage, since I rarely went on my phone. When I called XXXX XXXX, they did not elaborate as to what possibly could be causing the increase in data ; they just stated that it was nothing for me to worry about. However unbeknownst to myself, someone was able to successfully activate and start using my personal hotspot ; which I did not activate. On XX/XX/XXXXXXXX XXXX XXXX I found out that someone successfully activated and started using my personal hotspot ; which explained the increase in data consumption. 

I started noticing my phone getting excessively hot, the battery started draining faster than usual, my phone was acting like a personal router with 4 different IPs connecting to it and a focus feature was activated. The focus feature on an XXXX, silences phone calls, messages and emails. I contacted XXXX XXXX and XXXX XXXX that my internet and cellular accounts were compromised on or about XX/XX/XXXX. During all this time, I only had one existing phone line active and due to my phone being compromised, I tried to change my cellphone number from ( XXXX ) XXXX, ( XXXX ) XXXX, and ( XXXX ) XXXX in order to deter the phone hacking. 

Sometime in or about XX/XX/XXXX, I had complained to XXXX the manufacturer of my XXXX that the phone was overheating, had excessive battery draining and a Focus feature activated ; which did not allow me to be notified of any incoming/outgoing emails, account changes, text messages or phone calls. 

XXXX responded by asking me to send in my phone for them to service it. In turn, I sent my phone to XXXX Repairs. My phone was so heavily compromised that they did not repair my phone, that they kept my old phone and sent me a replacement phone, same make and model ; with a different IMEI number ; the IMEI ( s ) of replacement product is XXXX and XXXX. The work repair email from XXXX is attached, for your records. 

When I initiated service, I received a {$350.00} e-gift card upon the activation of my phone plan in XX/XX/XXXXXXXX XXXX  Payments to the account were done through the XXXX XXXX on my cell phone. The first {$75.00} of the rebate, I used it to pay the XX/XX/XXXX bill. The 2nd rebate payment was done on XX/XX/XXXX again on the XXXX App ; however, it seemed that that payment did not go to my account. Because the payment was never received. An investigation was set up to find out where the rebate payment went. 

When I received my replacement phone at the end of XXXX, I went to the XXXX XXXX corporate Store located at XXXX XXXX XXXX XXXX, PA on XX/XX/XXXX to activate the replacement phone. I had explained to the store specialist named XXXX, that my phone was compromised due to identity theft and that the phone given was a replacement phone. The specialist at the store suggested a different phone number and for me to add a paid security feature to my phone plan for an additional {$17.00} more of my phone plan. At first, I went ahead with changing my phone number to ( XXXX ) XXXX, but then changed it back to my old number of ( XXXX ) XXXX ; due to my banking information and email accounts being tied to the old phone number. 

On this same day, XX/XX/XXXXXXXX XXXX XXXX I went to the Kiosk at the XXXX, PA Corporate store and applied the remaining balance of {$190.00} to my account ; since I had trouble with the payments that were submitted through the XXXX App. I never received a receipt of this transaction, I was told that they were out of paper, but that the system would take into account the transaction. It was at the XXXX store that I was offered a 2nd promotion rebate of {$350.00}, with an expiration of XXXX XXXXXXXX XXXX. Attached, you will see the 2nd promotion offer that was handed to me at the store. I never used the second rebate and let it expire ; since the phone I received was a replacement phone. 

I have paid back the first, and only rebate that I used in the amount of {$350.00} ; on XX/XX/XXXXXXXX  ; at the store located at XXXX XXXX XXXX XXXX XXXX, Florida. I did not, nor do I currently have access to emails, that were previously sent with regards to my rebate and have not submitted any rebates over email or online. Due to my email and internet accounts being compromised, I did not have access to emails or the internet, to submit any rebates. 

Many things have gone amiss on my account, I would like for someone to investigate how and why my phone service had high data consumption when I was not actively using my phone, and how someone managed to setup a personal hotspot and have it activated and linked to my phone through your services and lastly how a second rebate was processed in XXXX, when I did not actively use the rebate or activate it, nor did I have email access ; since my emails were compromised. 
Please provide a response to my dispute. Thank you. 

Sincerely, XXXX XXXX

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