Consumer complaint received 2024-10-04
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Sequium Asset Solutions, LLC (PA)

I had home internet with XXXX. I cancelled my service on XX/XX/year>. They billed me for the entire month. I had a chat with a XXXX rep who agreed that since service was ended on the XXXX my bill should be prorated. He initially told me to pay the entire month and then request a refund for the second half of the month of service that was disconnected. I was not willing to pay for service that they did not provide. I had my service disconnected on XX/XX/XXXX and I was willing to pay for the service I received from XXXX XXXX. The rep finally provided a prorated amount. I paid that amount with an electronic payment from my bank on the same day as that chat. I received bills in the amount of {$25.00} for XXXX additional months. I refused to pay for service that I did not receive as a result of my request to end service with XXXX. 
I have now received an email from a collection agency. I attempted to access my cancelled XXXX account following receipt of that email. My username and password were not recognized. I initiated another chat with XXXX. The rep could not find my account. I copied and pasted that conversation below. They erased any evidence of my account and then had the audacity to send a bill to collections. XXXX has made every interaction with them since I started my service incredibly difficult with phone service that would disconnect after being on hold for XXXX minutes, representatives at brick and mortar shops who told me they don't have phones in their stores and that they were unable to assist with internet service, they created unbelievable obstacles for me to return my equipment. That chat is included as well. 

To sum up, I do not owe XXXX any money. They have sent a bill to collections for money that I do not owe. They have made it impossible for me to access my account to review payment history. 

Fri, XX/XX/XXXX Please send a message below to let us know you're here and we'll reconnect you with your XXXX representative ( this may take a few minutes ). We will be joining you here soon. 
XXXX XXXX XXXXXXXX, can you read my messages? XXXX XXXX XXXX  I'M HERE XXXXXXXX XXXX Thank You! I need you to share your phone number, as well as your full name. XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  XXXX, please let me know, was your account a prepaid, or a postpaid one? XXXX XXXX XXXX  i had internet service and i was billed monthly. i paid electronically from my bank account every month XXXXXXXX XXXX i cancelled my internet service over the summer. please confirm for me the date the service was shut off. I believe that requested the service to end on XX/XX/XXXX. 
XXXX XXXX  hello? 
XXXX XXXX XXXXXXXX, can you please tap on the following link? XXXX XXXX XXXX XXXX Please let me know if you're able to open your account to see your bill. XXXX XXXX XXXX no it doesn't work XXXX XXXX  i got a message saying the information you entered does not match our files. 

XXXX XXXX  Do you happen to have a bill, and could you please share a picture of it? XXXX XXXX XXXX i can't access my account. how can i send a pic of a bill that i can't access XXXXXXXX XXXX i never had a mobile phone account. i don't know why you are trying to get me to Sign in to a disconnected mobile account i had home internet that i cancelled over the summer. 
XXXXXXXX XXXX i was given the proprated amount owed for the days of service that were provided. 
i received bills for the XXXX half of the month for which no service was connected to my home. 
i chatted with a rep, confirmed my payment went through and now i a received an email from a debt collector. 
XXXXXXXX XXXX i am a responsible person with a XXXX XXXX over XXXX. I pay my bills. XXXX needs to fix this if i can't access my account I can't provide evidence to the debt collector billing for service that i requested to be shut off is illegal XXXXXXXX XXXX please confirm the date my internet service was disconnected. If my memory serves me correctly I requested it to be disconnected on XX/XX/XXXX. 
XXXXXXXX XXXX i shouldn't have to spend my time begging verizon to give me access to my account so i can fight a debt collection that shouldn't even exist XXXXXXXX XXXX  are you still there? 
XXXX XXXX Thank you for the information. By any chance do you have a copy of your bill and share a photo of it? XXXX XXXX XXXX please read my messages i already told you the answer how can i send you a copy of a bill if i can't access my account can you see my account? 
XXXX XXXX  Do you have a copy of your printed bill. I'm not able to find your account. That's the reason why I'm asking you this. XXXX XXXXXXXX XXXX XXXX how many times must i tell you I DO NOT HAVE A COPY OF ANY BILLS? 
XXXXXXXX XXXX ARE YOU SEARCHING FOR A HOME INTERNET ACCOUNT OR A MOBILE PHONE ACCOUNT? 
XXXX XXXX It's terribly convenient that XXXX sent a bill to collections and then took away my access to any account history and my account magically disappeared on your end. 
XXXXXXXX XXXX Do you happen to still have the modem with you? XXXX XXXX XXXX i ended my service on XX/XX/year>. I refused to pay for an entire month when I only used XXXX  days of service. A XXXX rep prorated my final bill and I paid that amount. I received bills for the next couple of months and now I received an email from a collection agency I returned my equipment XXXX XXXX despite how unbelievably difficult XXXX made it for me to send it back I managed to get it done XXXXXXXX XXXX i have a photo of the sticker that was on my router this is absurd XXXXXXXX XXXX can you look up my account with my home address where the internet was connected? 
i can't believe how much time this has taken from my evening. 
XXXXXXXX XXXX Thank you for your patience. The pieces of information, you provided me, are not helping me to find your account. So I need you to please go to a XXXX corporate store with a valid ID. >XXXX XXXX XXXX XXXX XXXX XXXX your company billed me for service that wasn't provided. i paid for the XXXX days of service i received in XXXX then your company had the audacity to send a bill for remainder of the month for service that i didn't receive. 
i refused to pay and your company sent the bill to a collections company XXXXXXXX XXXX how dare you threaten my credit score and tell me to drive to a corporate store don't you have a manager who knows more than you who can search for my account you didn't ask for my email address or my home address XXXXXXXX XXXX you clearly haven't searched all options XXXXXXXX XXXX  I'm sorry, but your email address won't help me find your account. Allow me to explain, either I need the account number, or the phone number associated to your accout, to be able to locate your account. XXXX XXXX XXXX XXXX i am filing my complaint with the CFPB now XXXXXXXX XXXX  how dare XXXX XXXX me for service they didn't provide, send a collection company after me and make my account information disappear? 
XXXXXXXX XXXX