Consumer complaint received 2022-09-19
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: Credence Resource Management, LLC (OH)

Spoke with XXXX XXXX XXXX Representative/XXXX  on either XX/XX/XXXX or XX/XX/XXXX to inform XXXX XXXX XXXX that I was moving and that I needed to terminate my service at the end of the month. I believe the date provided was XX/XX/XXXX. He cancelled service immediately as a hard cancel. This was discovered later following conversations. 
On XX/XX/XXXX, requested a call back because I received a message that service was cancelled and there was no Wi-Fi service within my home. Received a message that a rep would call me back. 
Upon discovering that my service was erroneously cancelled, I called and spoke with Many People that were all unresponsive and unable to assist with the restoral of service. 
Since I was not able to obtain helpful service, I researched and contacted the Presidents office. 
Spoke with XXXX XXXX XXXX XXXX XXXX, Office of the President. She worked with the back office and technical support to resolve the issue. 

Spoke with XXXX whom attempted to restore service remotely but with no success ( Case was initiated ). 

Spoke with another XXXX within the President 's Office. She requested that I call her back after the cancellation of services so that she can make sure that the account was properly closed with no charges and record of equipment return documented correctly becuse she said that sometimes there are issues with equipment return. I was assured that I would not be billed since the error was XXXX XXXX XXXX. 

On XX/XX/XXXX, it was decided that in order for service to be restored a technician needed to come to the residence and it was scheduled for XX/XX/XXXX. The technician made a visit on XX/XX/XXXX since technical service was not able to restore service remotely. 
Received XXXX on XX/XX/XXXX for equipment return. 
Equipment was returned on XX/XX/XXXX and I have a tracking document that it was delivered to the Return Center on XX/XX/XXXX at XXXX. 
On XX/XX/XXXX, spoke with XXXX and he advised at the time there was an outstanding balance of XXXX and this amount was expected to increase and as of XX/XX/XXXX, equipment was not returned although I had record of otherwise. 
Called and left message for XXXX XXXX on XX/XX/XXXX at XXXX EST and she never returned the call. 
Called and left message for XXXX again on XX/XX/XXXX and she failed to return the call again. 
XX/XX/XXXX ( XXXX ) spoke with XXXX in Collections. He was not able to assist with resolving the issue. Requested to speak with Manager. 
Spoke with XXXX, Collections Manager. He was not able to assist with issue as well. But informed me that account was cancelled on XX/XX/XXXX and total amount due was {$440.00}. Charges were for services and non-return of equipment. 
Received XXXX XXXX XXXX Final Notice on XX/XX/XXXX for {$440.00} Account has been forwarded to an outside Collections Agency ( Credence ). This is now affecting my credit and I am receiving phone calls and mailed correspondences. 
Final attempt to resolve issue was sent to XXXX XXXX XXXX XXXX, XXXX XXXX. However can not say with certainty that a response would be provided. 
Please note that I have documented images for the majority of the above images.