I had been a customer of XXXX for nearly twenty years. I decided to change providers recently ( within the past 6 months ), and was given an amount that would be due to XXXX prior to my changing providers. About 3 months later, XXXX sent me a bill in the amount {$670.00} ( which is double the amount that was given to me originally ). After speaking to a representative at XXXX, I asked why was the bill so expensive and was told about items I never requested. They charged me for a " booster ''. At the time I had no idea what that was and the representative explained that it was to boost the signal on my phone. I have never needed a booster, and never knew that was something that could be order. I requested that an investigation be done because I knew I had never order this service and felt that the company was trying to add unnecessary fees to my account in order to get more money from me. I was told the investigation would take 7-10 business days and that they would contact me in that time. Three weeks went by and I had not been contacted by XXXX. I then called again to inquire about my bill. No actions had been filed. Meaning the new representative that I spoke with did not see that I requested an investigation. I requested another investigation and was assured that it would be taken care of and that I should hear from them in 7-10 business days. When I did hear from XXXX, it was stating that my bill had been sent to a collections agency and that my account was no longer being handled directly with XXXX, but with a company called " Diversified Consultants , Inc . I spoke with a representative at Diversified Consultants, Inc. and they were unable to look to see if my account was under investigation, but offered me a settlement in the amount of {$390.00}. On the day that we spoke ( XX/XX/XXXX ) I explained I was unable to pay that amount on that day and a payment plan was established. I asked if I could push the date out to XX/XX/XXXX to start my payment plan, and the lady I was speaking to said that would be fine and it would keep them from reporting it to the credit bureau. However, On XX/XX/XXXX, they reported it on my credit report anyway. I spoke with a representative from Diversified Consultants, Inc. on XX/XX/XXXXand they stated that they did not have records of me setting up a payment plan but they did see that a settlement amount was made and a payment plan schedule was created. I asked the representative " Why would I create a payment plan if I did not intend to pay it? '' I also asked if he could look at the record and see if he could direct me to the person that I originally spoke with about setting up the payment plan. He then got an attitude with me and stated in an unprofessional tone " We do this for a living so you did not set up a plan '' and placed me on hold for about six minutes. He came back to the phone and said that the person I spoke with originally was busy and that I could speak with the supervisor and placed me on hold again ( without giving me a chance to respond to him ). After being on hold for ten minutes and 12 seconds I hung up the phone and decided to make this formal complaint to CFPB only to learn that Diversified Consultants reported to the credit bureau again. Meaning they reported my account unpaid on XX/XX/XXXX andXX/XX/XXXXto make sure that it effects my credit score.