Consumer complaint received 2024-04-15
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Credence Resource Management, LLC (FL)

At the end of XX/XX/2022, I purchased a house and moved from XXXX XXXX XXXX XXXX XXXX. Soon after the move, I realized that my mothers cellphone, an XXXX XXXX, stopped receiving regular calls and would only accept calls on Wi-Fi-supported apps XXXX XXXX XXXX XXXXXXXX. My ex-husband is in the military and lives in XXXX  and my mother was my XXXX  daughters in-house nanny who needed to be able to contact me at any time during my long XXXX XXXX XXXX XXXX XXXX XXXX Soon after, I stopped by a XXXX  store to figure out what was wrong with her phone. At this point, I had been a XXXXXXXX customer for 8 years with an immaculate record of having paid every single bill on time every time and on auto-pay. The representative reluctantly explained to me that they removed all of the XXXX XXXX in XXXX and that this was the reason my mothers phone was no longer receiving calls and became obsolete. He continued to elaborate on how I had missed the Promotion to upgrade my mothers old phone by two days and there was nothing he could do about it. 

A few days later at the beginning of XXXX, I contacted XXXX XXXX XXXX and purchased a new phone and service line with XXXX XXXX XXXX and cancelled my line with XXXX The XXXX XXXX XXXX sales representative who filled out all the paperwork and had me sign my cancellation of the line with XXXX  failed to bring up the form where I was cancelling my mother 's line which triggered extra bills for XXXX, XXXX and XXXX. As a single mother of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I did not get the chance to check my credit cards until XX/XX/2022 when I noticed XXXX were helping themselves to my funds thanks to the Auto-Pay I had established for them 8 years previously. 

As a response to the complaint and all of the documents I had submitted in support of my dispute, XXXX responded with the fact that they had detected ONE CALL that had been made on my mother 's line on XX/XX/XXXX. That was the day my mother traveled back to XXXX and tried to make a phone call to get a Taxi while on the free WIFI network at the airport, but because the 3G towers were still up and active in XXXX, XXXX, the call went through the old XXXX SIM card that she had forgotten inside of her phone ( my mother is XXXX XXXX XXXX ). As a result of this, I am being charged {$200.00} for absolutely no service and an incident that shouldnt have even happened, had my mother taken out that SIM card before her trip back to XXXX. 

I am refusing to pay for the {$200.00} bill as I have no understanding as to why Id get charged for a phone line that was not providing my mother with any coverage on her cellphone during her stay in the US between XXXX and XXXX, yet they would charge me for service in a different country. This is unfair and not necessary. I have been their faithful customer for almost a decade and I refuse to receive this treatment. I will not pay for such an outrageous bill.