Consumer complaint received 2024-05-08
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Credence Resource Management, LLC (TX)

This letter is intended to escalate an ongoing fraudulent activity related to my closed account with Xfinity Internet and Xfinity mobile services, and dispute the attempt to collect the debt by Credence Collection Agency. 
I was not able to proceed with my decision to change internet and mobile carries from XXXX to another carrier due to the biased and financially falsified XXXX XXXX  and XXXX  internet approach ; and XXXX charging several of my credit cards on monthly basis without my authorization. 
On XX/XX/XXXX XXXX  engaged me into signing up for the internet and mobile service by false advertising and false promotion of XXXX  internet monthly service payment in the amount of $ XXXX and promotional price for XXXX XXXX XXXX XXXX Ultra mobile device in the amount of {$670.00}. 
Since XX/XX/XXXX, I made multiple attempts to resolve unfair practice and reinstate XXXX promotional discounts for both mobile and internet services. 
As of XX/XX/XXXX, I was overcharged {$370.00}, was promised credit, waited for a billing cycle to get it, and could not cancel the accounts for 2 month because XXXX threats with additional penalty of {$500.00}. 
As of XXXX XXXX, XXXX  overcharged me {$500.00} by removing promotional balance without proper explanation ; {$50.00} for not having Xfinity internet service ; {$100.00} and {$93.00} for the service I tried to cancel since XX/XX/XXXX ; and {$120.00} for Service I wanted to cancel since XX/XX/XXXX. 
As of XX/XX/XXXX XXXX tried to collect additional {$690.00} debt without sending final statement explaining the nature of the charge. 
On XX/XX/XXXX, my XXXX internet account was unlawfully terminated by a third party without my consent. It took XXXX about a month to investigate unauthorized closure. Per XXXX customer service, someone else opened XXXX internet account online using my home address of XXXX XXXX XXXX, XXXX XXXX IL XXXX. Despite the fact I am the homeowner of the above property, XXXX closed my account without proper audit and confirmation of identity. Please refer to addendum XXXX below. 
After spending days on the phone with different XXXX representatives an apology was issued, and my account was reinstated. However, due to XXXX negligence, $ 35 monthly promotional discount was removed from my XXXX internet billing statement. It was a promotion advertised by XXXX, and the only reason I signed up for XXXX internet and mobile. XXXX told me I could not obtain the same promotion I had prior to XXXX cancelling my account without my authorization and due to XXXX internal audit mistake. Please refer to addendum XXXX. 
I made multiple attempts to resolve the issue in XX/XX/XXXX. Multiple XXXX  internet supervisor promised a credit for overcharging and unlawfully removing the promotion from my account in the amount of {$120.00} towards my XX/XX/XXXX billing statement. However, I did not receive the promised credit until XXXX XXXX. I had to pay extra $ XXXX for 3 months and could not cancel my XXXX internet service because XXXX internet did not want to issue {$120.00} credit. To summarize, XXXX internet unlawfully withhold refund to my account for 4 months, continue charging me extra monthly {$35.00} fee, and did not let me close internet service for 3 months by false promise of crediting my account within next XXXX to XXXX business days. 
At the time of engaging with XXXX internet service in XX/XX/XXXX, I received another false advertisement from XXXX mobile. In XX/XX/XXXX, I opened XXXX additional phone lines with XXXX  mobile at discounted promotional price and bought XXXX mobile phone device at discounted promotional price of {$670.00} ( XXXX payments at $ XXXX please see addendum XXXX ). Because of fraudulent activity with XXXX internet, I decided to close my account with XXXX XXXX, payoff my device, and transfer XXXX lines to another phone XXXX. On XX/XX/XXXX, I called XXXX mobile, they charged me {$330.00} for the device payoff balance, and put me on hold to unlock the phone ( please see addendum XXXX ). After spending XXXX min on hold, the XXXX mobile representative came back saying promotional balance is not applicable anymore, and I need to pay another {$500.00} if I want to transfer my phone service to another carrier. 
It is another false advertisement by XXXX. I asked XXXX rep several times on the recorded line to confirm the final amount of payoff. I did give authorization to XXXX customer service to charge my credit card {$330.00} because I was told it would be final payment to payoff and unlock the device. XXXX  rep did not mention the advance payment of the device would eliminate promotional credit balance of {$500.00} and refused to reverse the transaction and reinstate the credit on XX/XX/XXXX. Since information provided by XXXX rep was false, they charged my credit card without my authorization. 
Since XX/XX/XXXX, XXXX billed me for repayment of {$500.00} promotional balance, plus $ XXXX for cancelling internet service but maintaining mobile service ( please see addendum XXXX showing phone device price increase from {$670.00} to {$1100.00} ; and addendum XXXX email from XXXX about internet fee charge ) It tried to resolve an issue with XXXX several time with no success. On XX/XX/XXXX, I called XXXX to understand the break down of my bill and cancel the service. However, I could not do it because XXXX network was down ( please see addendum XXXX ). I got the same message every day until XX/XX/XXXX, when I was able to get a hold of XXXX  rep who agreed to unlock my device even though XXXX system was still down ( please see addendum XXXX ). 
On recorded line I spoke with XXXX  rep XXXX in XXXX, who said I need to pay additional {$100.00} to unlock my phone because my promotional balance was removed. When I mentioned it was unlawfully removed, I was told to file a complaint with government agencies because XXXX can not help resolving an issue. 
I gave authorization to XXXX to charge my credit card {$100.00}. XXXX put me on hold to unlock the device, came back saying he could not do it due to technical difficulties and had to transfer me to another department. 
I got connected to XXXX in XXXX, who told me I had to pay another {$93.00} to unlock my device. When I mentioned it contradicts the message I received from previous XXXX rep, XXXX said there is nothing he can do but charge me {$93.00} to unlock the device. 
It is deceptive and unfair business practice for the company to charge their customers random amounts without providing break down. I had no choice but to pay repeatedly, so XXXX would unlock my device and I could transfer it to another XXXX. However, {$100.00} charge to my credit card was unauthorized since XXXX  rep XXXX mispresent information while getting my authorization to process the payment. 
As of today, XXXX mobile and XXXX  internet overcharged me approximately {$2000.00}, and prohibited my right to close both accounts by misrepresenting the information, my customer rights, and issuing unlawful penalties. 
Even though I paid {$100.00} and {$93.00} on XX/XX/XXXX, to unlock and close my XXXX mobile account, XXXX did not close my account. On XXXX XXXX, I received an email from XXXX service saying my account was disconnected due to outstanding balance of {$340.00}. However, XXXX mobile refused to provide the break down for {$340.00} amount. Please refer to XXXX XXXX. 
Since XXXX continued charging my credit card, I filed a fraud dispute with XXXX credit card company. XXXX offered to return the phone device back to XXXX in exchange of the amount I paid for it ( {$1100.00} ). However, XXXX refused to refund the payment, and threatened to file a collection if the phone device will not be returned. XXXX credit card resolved a dispute in my favor because XXXX did not provide enough evidence to justify removing of multiple promotional credits from my account and charging random monthly fees. 
Finally, On XX/XX/XXXX, I received a collection letter from XXXX asking to pay a debt of {$690.00}. XXXX failed to provide final statement and break downs of monthly charges since XX/XX/XXXX. XXXX did not act in good faith and filed a collection in retaliation against me for escalating fraudulent activity by XXXX XXXX and XXXX service. Please refer to XXXX XXXX. 
I do dispute the Credence attempt to collect {$690.00} due to the amount being wrong and due to XXXX  fraudulent deceptive misconduct.