Consumer complaint received 2024-10-24
Product: Debt collection — Telecommunications debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Credence Resource Management, LLC (KS)

Timeline of events- XXXX XXXX XXXX for XXXX ( XXXX ) XX/XX/XXXXXXXX XXXX XXXX XXXX- I called XXXX to reestablish service and reactivate XXXX, as it has been associated with the business for over 50 years. 
I was connected to a sales agent for XXXX named XXXX XXXX ( XXXX ) from XXXX, XXXX. She said she could recover the phone number and reinstate it with active service for $ XXXX with a XXXX account. I agreed to it. The technician was then scheduled to come to the business location on XX/XX/XXXX between XXXX XXXX and noon to complete the installation. 
The whole intention behind reactivating the phone number was to port it to XXXX so that both the business phone and the cell phone numbers would ring to a single devicea new XXXX XXXX smartphone. 
XX/XX/XXXX between XXXXXXXX XXXX and XXXX : As promised, the technician completed the XXXX installation on XX/XX/XXXX, and the dial tone and phone service were active. 
XX/XX/XXXXXXXX XXXX : I began attempting to port over the phone number to XXXX so that it would ring to the cell phone and XXXX service would no longer be needed. However, I was asked for the XXXX account number, which I did not have because the first bill had not been sent yet. 
I attempted to log in to our business account at XXXX and successfully logged in, though the online account said that there was no linked account informationthere was no information there about the service we have with XXXX. 
XX/XX/XXXXXXXX XXXX XXXX XXXX : I called XXXX XXXXXXXX XXXX XXXX and reached an agent named XXXX XXXX ( XXXX ) in the XXXXXXXX XXXX, office. I explained my issue with not being able to find the account number for our account with XXXX and that I couldnt see any information linked to our online account. 
She asked a bunch of questions and finally found the account. She said it was a XXXX XXXX line and $ XXXX was the correct quote. 
However, she could not release the account number to me until our identity had been verifieda process that involved her calling the business phone number, my dad answering the call, and answering some questions. That was completed on XX/XX/XXXX ( see email exchange from that date ), and the XXXX account number was emailed to me. The account number is : XXXX XXXX. 
After that phone call, we were convinced that the mystery of the account number and all issues had been resolved. 
Then, sometime after XX/XX/XXXX ( the billing date on the statement ), the billing statement from XXXX arrivedwith a balance of {$440.00} - a far cry from the $ XXXX we were quoted and promised, first by XXXX and then by XXXX. 
Because of personal time constraints, I had to wait until XX/XX/XXXX to call XXXX to resolve the billing discrepancy. 
XX/XX/XXXXXXXX XXXX XXXX XXXX : I called XXXX XXXX XXXX XXXX  and was connected to a CSR named XXXX. I explained this entire situation aforementioned. We were on the phone for 1:24:10 as he desperately tried to find a solution to help me. 
As he explained it, XXXX, the initial XXXX sales rep, sold me a service that was unavailable at the business address. The technician made the dial tone service active without any comment, paperwork, or authorization beyond what we knew to be XXXX  service. 
Then, my call to XXXX XXXX on XX/XX/XXXX caused an inquiry that I was unaware of. She converted the service to a XXXX XXXX line ( traditional copper landline service ), which is $ XXXX + taxes, without our knowledge or authorization. We were still under the assumption that our service was $ XXXX as quoted and agreed to with XXXX. 
While on the phone with XXXX, I inquired about how to obtain a porting-out PIN needed for XXXX to initiate the porting-out process. He advised that I would need to dial # XXXX ( # PORT ) from the business phone, and a PIN would be given to me. 
The bill needed to be adjusted because I was misquoted and services were changed without notification or authorization. However, XXXX was unable to authorize that on his own. He turned the matter over to his supervisor, XXXX, and promised that she would call back in a few minutes or so that night. The call never came. 
XX/XX/XXXXXXXX XXXX XXXX XXXX : While waiting for XXXX, the supervisor, to call, I had my mother, XXXX, go to the business phone and complete the port-out PIN request by dialing # XXXX from the landline. She was given the following Port-Out PIN : XXXX Additionally, I attempted to link the business account number with the online account at XXXX. A verification number was needed to accomplish this and could only be obtained by XXXX calling the business number and the recipient recording the verification code. I had my mom do this and she received the code, although I failed to write it down, instead just inputting it into the verification code field on the website. I clicked submit, and it appeared to work. Then, I logged out of the account and logged back in. I was greeted with the same message : no account information was linked to this login. The verification process did not work or did not stick. I will have to try that again some other time. 
By XXXXXXXX XXXX CST, I realized that XXXX from XXXX would not be calling me back that night. I made a mental note to call XXXX the next day. 
XX/XX/XXXXXXXX XXXX XXXX XXXX : I called XXXX XXXXXXXX XXXX XXXX and was connected to a CSR named XXXX XXXX ( XXXX ) in the XXXXXXXX XXXX office. I again had to re-explain the entire timeline and situation to him, and he got his supervisor, XXXX ( XXXXXXXX XXXX XXXX ), involved. 
Although she was in a meeting, XXXX kept me on the line and placed me on a brief hold while he talked to her. 
Because I was sold a service that was not available in our area and then was converted to a traditional copper line service at a higher rate without notification or authorization, XXXX authorized XXXX to apply a one-time credit to our account in the amount of {$390.00}, bringing the balance to {$50.00} total, including taxes. 
I paid the {$50.00} balance in full over the phone using an XXXX debit card ending in XXXX. The confirmation number for the payment is : # XXXX. 
XXXX sent me an email ( XXXX ) at XXXXXXXX XXXX summarizing the actions taken today as a result of our phone conversation. 
He advised me to wait 24 hours to port out the number to XXXX, if that was my intention, to allow time for the credit to the account and the payment to process. 
Once the port-out action to XXXX is completed, I will receive an updated statement from XXXX and then another final statement from XXXX with a XXXX balance and the account marked as officially closed. 
XXXX also advised not to wait too long to begin the porting process. The services from XXXX are not $ XXXX but rather $ XXXX, and he could not guarantee a second adjustment to rectify additional charges if they occur before the port out is completed. 

I received a letter today ( XX/XX/XXXX ) from Credence Resource Management , LLC, regarding the closed XXXX XXXX XXXX XXXX account ( XXXX ). 

XXXX XXXX Credence alleges that there is an outstanding balance of {$220.00}. 

As can be seen by examining the attached documentation, this matter with XXXX XXXX XXXX stems from XX/XX/XXXX. After a series of miscommunication and selling me a service that was not available in my area, XXXX XXXX XXXX adjusted the outstanding balance to {$50.00}, which was paid in full on XX/XX/XXXX over the phone with a debit card ( confirmation # XXXX ). 

The phone number was ported to XXXX twenty-four hours later, and the XXXXXXXX XXXX  XXXX account was closed. 

No further XXXX XXXX XXXX statements arrived until XX/XX/XXXX in the amount of {$220.00}, which I disputed in writing to XXXX XXXX XXXX the same day. They never acknowledged or responded to my letter ( included in the attached documentation ). 

There is no balance owed on this account but the company and now the resulting debt collection company will not listen.