Consumer complaint received 2015-12-03
Company: EQUIFAX, INC.
State: IA
Product: Credit reporting
Issue: Credit reporting company's investigation
Sub-issue: No notice of investigation status/result

Complaint:
I received services of XXXX XXXX through a bundle package with XXXX XXXX phone service. I discontinued services of XXXX XXXX which terminated my services with XXXX. XXXX XXXX asked for {$360.00} in early termination fees. I asked them to show me the contract I had signed detailing the possible charges. I do not remember signing a contract with XXXX XXXX, but only with XXXX XXXX. XXXX can not produce the signed contract. I told them I would pay them if they can produce the contract. They sent me an email stating the following : Subject : ContractXXXX XXXX ( ID XXXX ) ( XXXX/XXXX/2014 XXXX XXXX ) Dear XXXX XXXX, My name is XXXX, and I am a XXXX Resolution Specialist. Your email was forwarded to me for review. Thanks for writing and allowing me to help. 
I 'm sorry to hear that you 've decided to leave the XXXX family. I understand that you are requesting a copy of the signed Equipment Lease Addendum for your account. At XXXX, we will work providing our customers with copies of their agreements and work orders. I 'm sorry that you do not have a copy of this document. I will be happy to help you. Per your request, I have escalated a request to the local office that performed your installation to see if they can retrieve the Signed Lease Addendum. While we can not guarantee that a copy will be found, if we are able to do so, we will be glad to forward it to you. Please allow at least 14 days for review. We will contact you, if we are able to retrieve this document. We appreciate your patience. 
Thanks again for writing, XXXX XXXX, and allowing me to help. 
Sincerely, XXXX XXXX ( ID XXXX ) XXXX Resolution SpecialistThe next communication was the following : Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. 
We are continuing to work on your issue. To update your question with additional information, click here. 
Response By Email ( XXXX XXXX. - XXXX ) ( XXXX/XXXX/2014 XXXX XXXX ) Dear XXXX XXXX, Hi! Thank you for writing. My name is XXXX from XXXX Customer Service email department. 
I can definitely understand how you feel about the early cancellation fee charged on your account and you are requesting for signed copy of your agreement. I see that you have contacted us last month with similar issue and I appreciate to have this opportunity to assist you. Upon review, I have determined that we needed some extra time for research and investigation before providing you with our final reply. I have escalated your email to a specialist who will personally research your issue and reply to you, XXXX XXXX. 
We respect your time and want to reassure you that we are working diligently to get back to you as soon as we can. While this may take some time, our specialists generally respond within XXXX to XXXX hours. 
In case you need more urgent support, our Customer Service Specialists are available to help you at XXXX from XXXX XXXX to XXXX XXXX ET and may be in a better position to answer urgent questions. 
We appreciate your patience while we work to resolve this issue for you, XXXX XXXX. Thank you once again for choosing XXXX as your service providerSincerely, XXXX XXXX. - XXXX By XXXX ( XXXX XXXX ) ( XXXX/XXXX/2014 XXXX XXXX ) As I had told you XXXX times previously, I will pay the early termination fee once I see the original contract that I signed stating these fees. 
Date Created : XXXX/XXXX/2014 XXXX XXXXDate Last Updated : XXXX/XXXX/2014 XXXX XXXXStatus : Escalated This is the last communication I have received from them. I ended up getting a collection letter in the mail. I explained the situation and they said call XXXX XXXX. I have talked to XXXX XXXX multiple times to no avail. They also told me I would need to send a letter stating my position which I have done. In the end, I checked my credit report and now have this collection outs

Company response to consumer: Closed with explanation