Consumer complaint received 2022-02-21
Company: Convergent Resources, Inc.
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
On XX/XX/XXXX, I contacted a XXXX  customer representative over the message center, asking about the XXXX Home internet service deal , the online representative told me the home internet is $ 50 monthly, if I pay an extra $ 10 monthly, I can get a tablet for free, so I agreed. And I paid an extra shipping fee, I confirmed with the representative that the package will arrive the next day. And the next day, it hasn't even shipped yet, but I need the home internet, so I told the online representative to cancel the service, I will return the package once it arrives at my front door. And I asked for the return label on XX/XX/XXXX and went to the XXXX XXXX. 

On XX/XX/XXXX, we went to XXXX and got the home internet from them. And we went to XXXX and paid off all the device payments, the worker told me that I have to keep the phone number until the new carrier company becomes my carrier to be able to keep the same phone number. 

On XX/XX/XXXX, we went to the XXXX XXXX and talking to a couple of XXXX representatives over the phone asking about the Pin number to unlock the phone, and transferring my phone number and my husband 's phone number to XXXX from XXXX. 

So me and my husband have been using XXXX as our phone service since XX/XX/XXXX. And we were not able to log in to the XXXX XXXX on the phone or on their website anymore since we are no longer with them so we were nor able to see any details about the account. 

I haven't received any emails or messages after XXXX. But on XX/XX/XXXX, I found out that XXXX has been charging me {$150.00} on XX/XX/XXXX, {$140.00} on XX/XX/XXXX, and {$140.00} on XX/XX/XXXX. I went to the XXXX  store on XX/XX/XXXX and asked the worker there what's the reason, the worker pulled out the account information ( I wasn't able to log in myself any more ) and told me that I have been getting charged because there are XXXX lines active, one is the XXXX phone line, and another one looks like tablet service or something that they don't even know exactly. So I was asking them why XXXX is charging me the XXXX phone line? When we went to XXXX a couple years ago, we wanted to open XXXX phone lines for me and my husband, and XXXX gave us a XXXX free line, they stated that the XXXX phone line is free, that's why we never get billed on the XXXX free line the whole time and we don't need that XXXX phone line anyway. Now, we both transferred to XXXX, they are telling us that the XXXX line needs to be cancelled as well, which makes no sense, that XXXX line was given for free because the XXXX lines we opened. Another line was getting charged the whole time, like I mentioned at the beginning about the home internet and tablet, I told the representative to cancel it and I returned the package to the XXXX XXXX with the return label they provided, I didn't even open the box. So the worker at the store called the representative and let me talk to the representative over the phone, she told me that she will request a refund for me for the charge for XX/XX/XXXX and cancelled all the remaining lines. 

Later I went home and I realized that I forgot to mention there are XXXX more charges that needs to be dispute as well, so I called the representative at XXXX pm on XX/XX/XXXX the same day, the representative wasn't able to find the final charge, and was confused about those XXXX active lines were getting charged, so she transferred to a supervisor, and the supervisor straight up told me that he is not getting me any refund, and saying that it is my responsibility to cancel the XXXX line even it's a free line, I don't cancel the XXXX free line then I get charged. And about another line that was getting charged, he said I only cancelled the Internet service, I didn't cancel the tablet service, so it gets charged of course. This is ridiculous! The reason I was getting the tablet for free was because I chose to pay {$10.00} extra with the home internet {$50.00}, but since I don't want the home internet anymore then of course the tablet will be returning with it because it was free by coming with the home internet equipment, and I returned the whole box ( including home internet equipment and the tablet ) which the XXXX warehouse should see them when they receive the box. 

So I contacted my bank which is XXXX  XXXX XXXX on XX/XX/XXXX, and explained my situation and what XXXX is doing to me, my bank helped me submitted XXXX dispute on the charges from XXXX for XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, and they are doing a investigation under those XXXX claims, and waiting for the merchant 's bank 's response. 

And today I received the letter about the debt collection from Convergent Outsourcing, I always pay for my bills on time and have a good credit score, but the bills I shouldn't be paying for I will not pay for even {$0.00}. And whatever this Convergent Outsourcing is, the amount they put on the letter is wrong too, I went on their website and found out a lot of people are saying this company is a scam

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