Consumer complaint received 2022-04-10
Company: I.C. System, Inc.
State: KS
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
Please note the dates here are approximate as I did not expect this situation to reach this point and have not had time to gather exact details as to times and dates. 

Sometime in XXXX of XXXX, I visited a XXXX retail store to transfer two lines of service from two different carriers into one XXXX account in response to XXXX promotions for free iPhones and credit for paying off accounts at other carriers. 

I left the store having paid activation fees, taxes, and other typical charges for such a transaction. I was told I would receive devices in the mail and at that time, the numbers would be ported to XXXX. 

One of the devices arrived sooner than the other so it was setup first. There were issues setting up this device because the XXXX employee had transposed account information from the other carriers. Several weeks passed and the other device did not arrive, so after calling several times to check the status of the order, I soon learned that there was also another issue with the second line being ported. 

Nevertheless, both devices and lines were eventually activated and in use. Around a month later ( sometime in XXXX, around the XXXX ), I received my first bill from XXXX. I was shocked to see that the total was nearly {$400.00}. This seemed extremely high for 2 lines of service ( one plan being $ XXXX and the other $ XXXX ). Knowing something was wrong, I called XXXX to understand what happened. After spending several hours on the phone, I eventually spoke to someone who could tell me what had happened. 

It was explained to me that when the 2 lines were setup, they opened a sub account under the main account, which explained being charged double for 2 lines. XXXX acknowledged this was a mistake on their part and that they would merge the sub account into the main account. My next bill immediately dropped to roughly {$170.00}. 

During this time, my old devices were mailed in, to which I was to receive statement credit for. Shortly after the first bill, I noticed I was not received credit for my device trade ins. I made yet another call to XXXX to straighten out the matter. I referred to the tracking number showing proof of delivery, and the weight of the package. I informed the agent that I placed 2 devices in the same box and returned them together. He agreed that they had one of the devices, but not the other. After speaking to his manager, they agreed it was unlikely both devices were not in the box and that the 2nd was most likely overlooked. This remedied the situation at hand and I was given credit for the device trade ins. 

Another part of their promotion at the time was their offer to pay the final charges from the provider you switch from so I submitted documents to their rebate center multiple times, each time being told the bill did not contain enough information or that it was not my final bill. I have yet to receive any credit or payment for switching to XXXX as promised. 

I had not considered contacting any agencies regarding my business transactions with XXXX up to this point until recently. However, a few weeks ago I visited a XXXX store to inquire about additional products. After opening my account, and preparing the order, the employee informed me that I could pay for the devices in full but I was not eligible for financing because of a " write off '' on my account. 

The account I have with XXXX today is the first, and only, XXXX account I have ever had. Knowing this, and confused, I asked the employee for details. Unfortunately, he was unable to provide them to me and suggested I call customer service. 

I spent the rest of the day on the phone and chat with XXXX trying to understand what exactly this meant. After some hours and number of transfers later, I spoke to a woman who was able to identify this as a charge from an account for the 2nd line on my account. Still confused, I thought perhaps it was sent from the previous provider. After confirming this was not the case, I started to think more about how this could have happened. 

It occurred to me, and likely the agent on the phone, that the charges were from the sub account that was erroneously opened when the main account was first setup. I was then transferred to another department and ended up speaking with a manager named XXXX. XXXX inspected the account, and agreed as well, that XXXX had definitely made an error when setting up my service. He also informed me that the amount in question ( ~ {$180.00} ) had already been sent to collections ( IC Systems ) and that XXXX would have to contact the collection agency themselves. 

A couple of days later, XXXX called me back and had the collection agency on the phone. XXXX acknowledged to the collection agency that the account was not a valid debt, and that XXXX needed to take it back. The collect agency stated they could open a dispute for XXXX weeks but that it would be up to XXXX to clear it on their end. XXXX assured me he would be following up on this and call me when XXXX had taken care of it. 

I received a call yesterday ( XX/XX/XXXX ) from a different manager named XXXX from XXXX, stating that the recovery department had reviewed the account and deemed it a valid debt that was to be paid. I explained to XXXX the entire situation of how the account came to be in the first place, that I was not responsible for the debt, was not informed it was owed when the sub account was merged, and that I was not paying the amount in question. 

XXXX informed me I need to call the recovery team at XXXX at XXXX and speak with them directly. They are closed on the weekend so I will be spending yet more of my working hours on hold, waiting to speak to someone and explain this XXXX up all over again from the beginning. Furthermore, I believe the collection agency is breaking the law by purchasing debt that XXXX never informed me of in the first place. 

I am filing this complain because I feel like if I'm going through this, surely there are others experiencing similar problems. And considering XXXX 's {$1.00} scam from a few years ago, for all I know, this could be another attempt at gouging their customers.

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