Consumer complaint received 2024-02-16
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: TRANSWORLD SYSTEMS INC (WA)

I reached out to XXXX XXXX in XXXX of XXXX to report and issue ( ongoing with one of the receivers. You could not speak with anyone as their phone lines were down. I tried serval times to report the problem via calling and website and received no response. Their Customer Services lines were not taking calls and there was no way to leave a message. They did apologize for the issue, but that did not help me or possibly other customers reach XXXX XXXX for over a month and possibly longer. I gave up after hearing their system was down. So at the end of XXXX, I attempted to cancel my service online. There was no way to cancel on line, you had to call. I tried calling several times and have screen shots of how long I was on hold with no answer. 

As a reference, my XXXX XXXX Account was never later and I was also set up as auto pay. Payment proof from XX/XX/XXXX to XX/XX/XXXX were made in full. I have tried many times to either get something corrected on the service level. The last attempt to cancel my service was in XXXX of XXXX and again could not get through to customer services holding to speak with someone to cancel. Again screen shots of hold times and attempts to call are available. 

Tried again through the remaining months and even put a stop to my auto payment after I could not reach anyone to call and cancel my service. This rolled into XXXX when I finally heard back and was sent a box to return my equipment. I did actually finally speak with someone that sent the equipment box and thought the future billing error and cancelation was corrected. It was not. I then reached out to FCC and filed a complaint as again, when trying to cancel or address a billing issue you can be on hold for over an hour or more. The emails to the FCC on 4 occasion which I have copy of, I requested an update. No response each time. Now, as of XXXX my credit has taken a hit and I have been reported to XXXX. Reference # XXXX for {$120.00}. I reach out to XXXX  today and they have nothing on record of my outreach, report to FCC or of the person that I spoke with at XXXX  that sent me the equipment return box. 

I have had stellar credit and always pay my bills on time, but in the case not being able to cancel my account and having this issue continue a full year later is just bad business. 

I am request your assistance and guidance on this matter. If you can not conduct your account business with a retailer in a timely matter and come to a resolutions regarding charges or services you already cancelled, I need to file and complaint and attempt to correct this error to my credit. I will be happy to supply screen shots, picture, emails and case number for all outreaches and attempts to correct this issue. 

Going forward, I would never recommend working with or conducting business with XXXX XXXX. If they had a breech of their services to the public, we should have had options to cancel or correct billing or services issues. That was not available to me and other customers of XXXX XXXX during the month of XXXX and into XXXX of XXXX. At the end of the day, if XXXX XXXX was working correctly and able to answer calls and their was a way to reach out via email, chat or other, I would not have this issue today.