Consumer complaint received 2024-06-19
Product: Debt collection — Telecommunications debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Credence Resource Management, LLC (AZ)

I spoke with an agent by the name of XXXX after being transferred from billing to the collectinos department. To start from the beginning I had XXXX estimated from around XX/XX/XXXX to XX/XX/XXXX. I was given equiptment by XXXX  but when i got into my apartment i noticed that there was equiptment in the living room closet. After having issues setting up my equiptment a XXXX  tech came, took my equiptment and left the equiptment from the aparmtnets. I called to get on record that my equiptment was taken and that i am using the apartments equptment so to remove mine from my account. I was told that I still had to pay a rental fee for using the apartments equptment. I asked to have it notated and it was done. Fast forward to me moving out XX/XX/XXXX sometime after i get a collections notice owing over {$300.00}. I called XXXX was informed that I was XXXX being charged for the equptment that I never returned. After reuesting a full investigation around {$300.00} was removed from my bill leaving me with an outstanding balance of {$77.00}. I AM NOT DISPUTING THIS, which is what I was trying to get XXXX to understand. What i am disputing was the fact that my account was sent to collections wronfully. Without getting into the credit reporting consumer laws as I do not have enough space I was not notified of this dept and I was sent to the collections agency incorrectly. After the investigation this should have been removed from collections, I should hav received a new bill of the new balance giving me the oppotunity to pay XXXX. Now the balance on my collection account has changed from around {$300.00} to now {$96.00}. XXXX informed me that this was a collection agency fee that they charge to the consumer after saying all that I owe is {$77.00}. She also informed me that any issues with the account in collections I will need to call the agency. I have no problem paying the {$77.00} as long as i get a bill. XXXX tried to transfer me back to billing to dispute my bill. I informed her I am not disputing my bill and that my request is to review the original discreprancy and error identified from XXXX and made by XXXX, the removal of my account from collections and to send me a bill as promised by the agent prior to me speaking with her. She continues to ask me to call billng and the collections agency. I declined and ask to speak with a SUP multiple times as she continued to inform me that the SUP would only be able to provide me with the information that she has already provided me. I informed her that I did not feel like she was explaining my request properly to the SUP as she kept saying that i wias disputing my bill. She said I could not speak with a SUP and declined to transfer me to XXXX. I have never heard of being declined to speak with SUP in customer service even when I worked in billing. I would like for someone to review my request. Remove my account from collections and to send me the proper bill via Email or address on file AND I WILL PAY MY BALANCE OF {$77.00} IMMEDIATELY. I have worked in customer service for many years and I have never been denied a supervisor.