Consumer complaint received 2024-07-19
Product: Debt collection — Telecommunications debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Credence Resource Management, LLC (WA)

CC : Federal Trade Commission Re : Complaint Regarding XXXX XXXX XXXX Related To Complaint XXXX XXXX XXXXXXXX Submitted On : XX/XX/XXXX Dear Consumer Financial Protection Bureau , I am writing to formally lodge a XXXX against XXXX XXXX regarding their handling of my mobile device payment plan and associated charges. 

Account Overview : Service Initiation : XX/XX/XXXX Payment Plan : Monthly installment payments due on the XXXX, automatically charged to my XXXX XXXX card ending in XXXX Consistent Payment History : Payments made on time each month Incident Details : Installment Plan Changes without notice. Restricted from making payments and send to collections. 

Billing Discrepancy on XX/XX/XXXX : Charge : {$5.00} Subsequent Bill Notification : {$510.00} Communication : No prior notification regarding the change in billing amount Failed Charge : Due to changes in my XXXX XXXX credit availability ( related to Complaint ID XXXX ), the full amount failed to process Notification : Received a text message from XXXX XXXX about the failed transaction Account Dashboard and Payment Issues : XX/XX/XXXX : Logged in to find a past due balance of {$47.00} Payment Attempts : Blocked both online and via phone Continued Access : Able to log in and view the dashboard Representative Interaction : chatted with agent online and on phone and was not permitted to make any payments or resolve the stated past due amount. 
Was billed {$510.00} outside of normal payment schedule. This failed in relation to : COMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX XXXX XXXX Representative Interaction : Date : XX/XX/XXXX Outcome : Representative processed payments of {$0.00} Statements : Display discrepancies ( XX/XX/XXXX, XX/XX/XXXX ) Credit Reporting : Date : XX/XX/XXXX Action : Account reported to a credit collection agency Notification : Received a letter on XX/XX/XXXX Complaint Summary : XXXX XXXX actions have caused significant financial and personal inconvenience : Violation of Payment Plan Terms : I was not allowed to make agreed installment payments. 

Lack of Communication : No advance notice of billing changes or account status. 
Service and Device Issues : Poor service at my residence, leading to service cancellation in XX/XX/XXXX. 
Managed device complications with XXXX XXXX and XXXX XXXX XXXX, resulting in device reformatting and replacement. 

Additional Concerns : There appears to be an ongoing issue with multiple service providers sharing my personal data across various platforms without consent, affecting my digital experiences and business operations. 

Request for Investigation : I urge the Consumer Financial Protection Bureau to investigate these practices by XXXX XXXX and other service providers, ensuring stricter regulations to protect consumers and business owners from such abusive practices. 

Account Setup and Payment History : I signed up for XXXX XXXX service in XX/XX/XXXX, including a mobile device payment plan. My installment payments were due on the XXXX of each month and were automatically charged to my XXXX XXXX card ending in XXXX. 
I paid my bill consistently and on time each month. 

Unexpected Billing and Lack of Communication : On XX/XX/XXXX, XXXX charged me {$5.00} and then notified me via email that my new bill was {$510.00}. There was no prior communication regarding any changes to my mobile device payment plan. 

XXXX attempted to charge my XXXX XXXX card for the full amount, which failed due to changes in my available credit and the installment plan modification without notice. I only learned about the failed transaction through a text message from XXXX XXXX. 

Account Management and Payment Issues : On XX/XX/XXXX, my XXXX dashboard showed a past due balance of {$47.00}. In the attached file, notice the sign in confirmation email on XX/XX/XXXX where I attempted to resolve the issue. I would learn I was blocked from paying this amount both online and over the phone, being informed by the agent that my account was now closed, despite still being able to log in and view my dashboard. I never closed my account. The termination of my installment plan was not requested by me as the account holder. 

Multiple attempts to pay the installment amount were blocked by either XXXX online and XXXX XXXX. 

Credit Reporting and Further Complications : On XX/XX/XXXX, I called in again to explain the situation a representative processed two {$0.00} payments, further complicating the issue. 

I was informed that my account had been reported to a credit collection agency on XX/XX/XXXX, and I received a notification letter on XX/XX/XXXX. 

Despite being told I could not make a payments with XXXX and needed to work through the credit collection agency, a representative processed two payments for {$0.00} on XX/XX/XXXX, including a past due amount. {$47.00} In the attached files you will see the payment amounts reflected on my dashboard and the confirmation emails and notice dates I would be charges. I am currently on limited income and these types of financial incidents are harmful. I urge better regulation and oversight. 

Service Quality and Device Management Issues : It is important to note : due to poor service, I canceled my XXXX XXXX  service in XX/XX/XXXX and switched to XXXX XXXX XXXX In a separate issue to be reported to the FTC, the XXXX device was managed through XXXX XXXX XXXX XXXX and XXXXXXXX XXXX XXXXXXXX, where I would experience unauthorized updates and testing on my devices with XXXX without consent. The consistent interferences impacted with the device 's functionality. After multiple lockouts and forced reformats, I replaced the device to avoid further issues. 

Concerns about Data Privacy and Business Practices : My business partner and I have experienced similar incidents with several service providers, raising concerns about how XXXX and other companies manage personal data and accounts. 

XXXX breach of the contractual terms of my mobile device payment plan without notice has caused significant financial hardship and inconvenience. 
In summary, XXXX mishandling of my account, failure to communicate changes, and refusal to accept payments have forced me into a difficult financial situation. 

In summary, XXXX mishandling of my account, failure to communicate changes, and refusal to accept payments have forced me into a difficult financial situation. I request that the CFPB and FTC investigate XXXX 's practices and enforce stricter regulations to protect consumers and business owners from such abusive business practices. 

Attached to this complaint are relevant statements, email notifications, and screenshots from my XXXX dashboard, providing further details on the charges and issues described. 

Attached to this complaint are relevant statements, email notifications, and screenshots from my XXXX dashboard, providing further details on the charges and issues described. 

Thank you for your attention to this matter. 

Attachments : XXXX Complaint.pdf Account Statements ( See Pages XXXX, XXXX, XXXX, XXXX, XXXX ) Email Notifications Chat Transcripts Live Chat Today Good afternoon, XXXX! 

I'm XXXX Assistant, here to help answer questions as quickly as possible. If we can't resolve your issue together, no worries! I'll connect you to a live agent. 

To get started, here are some suggestions. Or, type what you need. 
Additional suggestions and FAQs Learn about XXXX XXXXWhere 's my order? Billing and paymentData usage and optionsView my WiFi infoHelp with XXXX XXXX Privacy Center Billing and payment It looks like your XXXX account is no longer active. Do you want to chat with an agent for more help? 
Chat with an agent Chat with an agent No problem. I'll put you in touch with a live agent now. 
Live chat started. 
XXXX joined the chat. 
Hi XXXX, thank you for contacting XXXX. My name is XXXX. I see you may have questions about your bill. Is that correct? 
XXXXXXXX XXXX XXXXXXXX cancelled our account in XXXX and did not provide a notice. Then changes the terms of our payment plan and is demanding the full balance of {$510.00} for the device unless we upgrade to a subscription plan. How to I make an installment payment on the account? 
Thank you so much for specifying your concern please be assured let me pull up your account details and help you in best possible way. 
Thank You You're welcome. 
Please allow me a couple of moments. Let me check that for you Thank You You're welcome. 
XXXXXXXX XXXX It says I have a past due balance of : This account has a past-due balance of {$47.00}, but will not let me make a payment of XXXX XXXXXXXX Alright Thank you for waiting and time No Problem As I can check on your account you have charged {$510.00} for device payment charges How do I make a payment? I can not pay the full amount right now, but can make a payment of {$150.00} towards the balance due. 
Why I try the website is not accepting any payment. 
I can understand but please be assured and try to pay with less amount also you can make partial payment from this quick pay link : XXXX XXXX XXXX XXXX What phone number is listed file? 
I only have any account number This number is registerd ( XXXX ) XXXX It says it is not able to find an account with that number on file. 
Let me setup the call back with our advanced team for you so they can help you Thank You Please share your reliable number ( XXXX ) XXXX Thank you for sharing Can you also please forward a copy of this transcript to me at XXXX or the email on file for my account. Thank You Callback Scheduled Successfully The customer callback has been scheduled successfully for phone number XXXX XXXX pm I am sorry but I don't have access to share the transcripts End Live Chat From XXXXXXXX XXXX