Consumer complaint received 2022-06-09
Company: TRANSWORLD SYSTEMS INC
State: AZ
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
Consumer 's Original Complaint : XXXX XX/XX/XXXX the shipper XXXX XXXX XXXX XXXX XXXX ) sent a package from XXXX, XXXX to the importer ( XXXX XXXX ) who was studying in XXXX, XXXX. The contents were packaged at theXX/XX/XXXXstore with assistance with the XXXX employee. {$50.00} XXXX the package was returned ( due to cookies ). Customer service was contacted and we were told by XXXX that we would be refunded in 3 days. No refund received.XX/XX/XXXX XXXX the package was shipped again. Est arrival date XXXX XXXX {$56.00} - XXXX XXXX package stuck in customs. The shipper contacted XXXX no less than less than 5 times and an email was sent to XXXX. XXXX asked for the importers information which was provided several times via phone call and email. The importer contacted XXXX twice and was told he would receive an email for deliveryXXXX XXXX the package was returned. Customer service was contacted and we were told by XXXX it was returned due to a lack of commercial invoice. XXXX then told us we would receive a refund in 3 days. No refund received.Approx XXXX XXXX the package was returned with the original commercial invoice attached.XXXX XXXX : The shipper received a bill from XXXX for {$290.00}. After contacting customer service and billing numerous time we were told we would not receive a refund or adjustment to the new invoice both verbally and by email.Two complaints filed : XXXX & XXXX. XXXX has been unwilling to elevate this to a supervisory level.We have disputed the charges with our credit card, written letters, spent hours on the phone both trying to get the package delivered and trying to resolve the bill.I do not know what more we could have done to make this shipment successful or to resolve this dispute and we are respectfully requesting assistance from theXX/XX/XXXX 


Consumer 's Desired Resolution : Billing adjustment ; Refund XX/XX/XXXXProcessing XX/XX/XXXX web XX/XX/XXXX XXXX Received byXX/XX/XXXX XX/XX/XXXX webXX/XX/XXXXReceived XXXX Complaint Without Tracking Number XX/XX/XXXX XXXX   EMAIL RequestXX/XX/XXXX Tracking Number from consumer XX/XX/XXXX WEB XX/XX/XXXXCONSUMER PROVIDED XX/XX/XXXX TRACKING NUMBER :XX/XX/XXXX Tracking XXXX XXXX XX/XX/XXXX XXXX   EMAIL Informed XX/XX/XXXXof Complaint XX/XX/XXXX WEB XX/XX/XXXX RECEIVED BUSINESS RESPONSE : Dear XXXX XXXX XXXX This is in response to your recent inquiry addressed to the XX/XX/XXXXXXXX 
We are concerned to learn of your dissatisfaction with the service you received regarding the shipment traveling on package tracking number XXXX. This package was not released by Customs in XXXX, therefore, it was returned to the shipper on tracking number XXXX and received on XX/XX/XXXX at XX/XX/XXXXXXXX As we discussed, the freight charges are valid, and interline discount is not applicable on return packages. 

We certainly regret any inconvenience you have encountered while inquiring about the status of the shipment. We understand your concerns and will continue in our efforts to ensure future shipments are handled to your satisfaction. 
On behalf of XXXX, please accept our sincere apologies for the inconvenience you were caused. 
Respectfully, XXXX XX/XX/XXXX XXXX  EMAIL Forwarded business response to consumer XX/XX/XXXX WEB XX/XX/XXXX RECEIVED CONSUMER REBUTTAL : ( The consumer indicated he/she DID NOT accept the response from the business. ) XXXX has not provided a reasonable explaination as to why the package was returned. We have heard that they contents of the package did not match but they did match. We have heard that a the package was missing a commercial invoice but it did have a commercial invoice attached to the clear pouch when we received the returned box. We had heard that they did not have importer information but this information was provided multiple times both via phone call and email. We were told the first time the package was shipped, we would be refunded. We were not. Had I known this we would not have shipped the package a second time. We were told the second shipping would be refunded. We were not. Instead we received an addition fee for the return costs. Most importantly we have never reviewed a clear explanation of why the package was returned. I had two conversations with XXXX at XXXX on XXXX XXXX XXXX XXXX and she contacted XXXX and told us the package was returned due to a lack of invoice but as stated above, the invoice was in the clear plastic pouch attached to the box? It is unreasonable to ship a package and have it returned ( without discussing ) and be charged 6x the shipping costs without a reasonable explanation as to why the shipment was returned. And all while the shipper is spending hours with a broken customer service system trying to resolve the issue. 
XX/XX/XXXX XXXX XX/XX/XXXX MORE INFO RECEIVED FROM THE CONSUMER : XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX AM ( 8 days ago ) to Better Thank you, XXXX. I just submitted the 2nd tracking number because there was not a spot for both tracking numbers so I will include them both here below : XXXX XXXX ship : XXXX XXXX XXXX XXXXhup : XXXX I entered the XXXX XXXX number into the link. 
Ironically, when my son ( the umporter ) called to pick up the package in XXXX he was asked for the " invoice number ''. He said ( at that time ) that he only had the tracking number and they told him he needed the invoice number to pick up the package which caused a lot of confusion because we are so used to working with tracking numbers. My impression is that their customer service and support I nearly broken. Sad to see from. XXXX who, as a company, has always impressed me until now. 
I greatly appreciate the support with this. 
Warm regards, XXXX XXXX XX/XX/XXXX XXXX EMAIL Forwarded Consumer Rebuttal to Business XX/XX/XXXX XXXX XX/XX/XXXX MORE INFO RECEIVED FROM THE CONSUMER : see attached XX/XX/XXXX WEBXX/XX/XXXX RECEIVED BUSINESS ' RESPONSE TO REBUTTAL : Dear XXXX XXXX, This is in response to your inquiry addressed to theXX/XX/XXXX XX/XX/XXXX in reference to tracking numbers XXXX XXXX XXXX. 
Please continue to reach out to XX/XX/XXXX Revenue Services at the number listed on your invoice regarding charges. 

On behalf of XXXX, please accept our sincere apologies for any inconvenience you have encountered. We look forward to serving you more satisfactorily in the future. 
Respectfully, XXXX XX/XX/XXXX XXXX EMAIL Sent Business ' Rebuttal Response to Consumer XX/XX/XXXX XXXXXX/XX/XXXX Case Closed- Answered XX/XX/XXXX XXXX XX/XX/XXXX ReOpened the Complaint XX/XX/XXXX XXXX XX/XX/XXXX CONSUMER REJECTED BUSINESS RESPONSE : ***Document Attached*** On XXXX XXXX the XXXX Bill of {$290.00} was paid in full using a XXXX XXXX  card XXXX The credit card charge was then disputed and XXXX ( through XXXX ) was provided all details of this dispute. On XX/XX/XXXX, the XXXX Credit Card Transaction Dispute was settled in our favor. ( Letter Attached ). On XXXX XXXX, XXXX, we received an additional bill from XXXX in the amount of {$290.00}, We returned the bill with a copy of the letter from XXXX explaining that the dispute was settled in our favor. 
XX/XX/XXXX XXXX EMAIL Forwarded Consumer Rebuttal to Business XX/XX/XXXX WEBXX/XX/XXXX RECEIVED BUSINESS ' RESPONSE TO REBUTTAL : Dear XXXX XXXX, On behalf of XXXX, please accept our sincere apologies for any inconvenience you have encountered. We look forward to serving you more satisfactorily in the future. 
Respectfully, XXXX XX/XX/XXXX XXXX EMAIL Sent Business ' Rebuttal Response to Consumer XX/XX/XXXX XXXX XX/XX/XXXX Case ClosedXXXX Answered XX/XX/XXXXXX/XX/XXXX MORE INFO RECEIVED FROM THE CONSUMER : On XXXX XXXX XXXX XXXX we received a collections notification from TRANSWORLD Systems ( TSI ) for the amount of {$330.00} on behalf of XXXX XXXX On XXXX XXXX we disputed the bill with ( TSI ) the collections agency. We also contacted XXXX on XXXX XXXX XXXX XXXX 's explained that the dispute resolution through XXXX / XXXX is binding and final that the dispute was resolved in our favor and that the money was not owed. In summary, XXXX did not provide services paid for nor an explanation as to why, but billed us {$50.00}, {$56.00}, and {$290.00}, which was all paid in full and disputed through our bank and credit card. Then XXXX refuses to accept the dispute resolution and then rebills us and then sends the bill to collections. This has now turned into harassment from XXXX. What happened to XXXX XXXX 's XXXX? Its a shame.

Company response to consumer: Closed with explanation