Consumer complaint received 2018-03-31
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Gatestone & Co. International Inc. (TX)

My husband and I moved into a rental home a few months ago. We subscribed to XXXX XXXX  for satellite TV and internet service - a bundle package. The internet was set up with XXXX XXXX XXXX Because of our location, XXXX XXXX XXXX had to set us up with their XXXX XXXX. They shipped equipment to us and had a technician to come out to install.

The internet service was terrible - we could not get service on one end of our house, the service was slow and caused the TV shows to interrupt and search for signal ( the modem was only 10 feet away ), we could not use the wireless service on our phone and computer at the same time.

I made multiple calls ( MULTIPLE ) and spoke to individuals who were obviously in a different country. A few times I did manage to speak to someone in the US. I finally got ahold of someone who was able to increase our internet capacity. The service was still very bad and didn't really change. I again made MULTIPLE calls ( I even called XXXX XXXX  ) and couldn't reach anyone who could resolve our problem. 

We decided to close our the XXXX XXXX XXXX XXXX  account and switch to a more reliable provider. I called both XXXX XXXX and XXXX XXXX XXXX to inform them we were closing the accounts and asked how I should return the equipment. I offered to return to a local store but was told by both companies to take the equipment to XXXX XXXX and they would pack and ship the equipment for me - no charge and nothing needed for me to send along with the equipment.

I bundled all of the equipment, put sticky notes on each with the respective account number for the XXXX XXXX equipment and the XXXX XXXX XXXX  equipment, and took them to a XXXX XXXX shipping location. They took the equipment, told me that's all that was needed from me, and gave me a receipt.

Later I received final bills from XXXX XXXX  and XXXX XXXX XXXX I called XXXX XXXX and asked them to confirm the equipment had been received and what the adjustment to my bill would be. They didn't show in their system a credit for the returned equipment. They got the information from me off the XXXX XXXX receipt, put me on hold, came back and told me the equipment had been received and they would send an adjusted final bill. They did, and I paid the bill.

I tried to do the same thing with XXXX XXXX XXXX  - I called, asked them to confirm the equipment had been received. They told me it had not and we would have to wait. I asked for an itemized bill showing the equipment charge and credit. The next bill came and it was the same, no itemization and the amount was the same. I again called and asked them to confirm the equipment had been received. I was told " we'll just have to wait ''. I asked to speak with an agent in the US. I was transferred to someone who told me there would be no credit for the equipment. I asked why I was told to return the equipment if they weren't going to give me a credit. The rep said she was putting me on hold but I heard her speaking to someone about me and she was very irritated with me, then the phone line was disconnected. Each time I called I asked if I could give them the information from the XXXX XXXX  receipt but they always declined. I asked for an itemized bill so I could see the information regarding the equipment but was never given one. I asked what the amounts were for the equipment charges/credit but no one seemed to be able or willing to give me that information. I told the agents that I wanted to pay the bill but did not want to pay for the equipment I had returned - I would have another battle on my hands to get a refund from XXXX XXXX XXXX.

After the last rep hung up on me, I got on a chat conversation with XXXX XXXX XXXX and asked for a customer service email or mailing address. I was told there is not an email address. They gave me an address for a XXXX office for XXXX XXXX I wrote a letter to that office and asked for assistance in locating the returned equipment and an itemized bill. I have not received a response.

I have now received a notice from a collection agency.

I don't know what else to do. I am very willing to pay my final bill but I do not intend to pay for equipment that I have returned to XXXX XXXX XXXX  I just want a final itemization showing the dollar amounts associated to the equipment and whether it is a charge or a credit.

Thank you