Consumer complaint received 2020-11-11
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Credence Resource Management, LLC (NJ)

Credence Resource LLC has communicated to collect {$620.00} which according to them the amount I owed to XXXX for cancelling the contract and non-return of equipment. I disputed the debt because the installation did not happen and there was no equipment to return. I called XXXX many times and got passed on to at least 4 customer rep but it took really a long time staying on the phone and having to call back when the call is cut-off and do all-over again my request for them to check their records. I have communicated to Credence by email many times to request XXXX to provide the information on the name of technician, the date the installation happened, and the serial number of equipment. The only response I have been getting was XXXX said the debt was valid. How can I pay a service that has not happened? 

I am disputing the validity of the debt that is being referred to Credence Resource Management LLC by XXXX XXXX for collection. My reasons are : 1. The installation never happened and I do not have the receiver that was charged {$99.00} on the bill. 
2. I called XXXX XXXX to cancel the service. 
3. I called XXXX XXXX about 4 times to dispute the charges because the installation never happened. I asked the person to come and actually check my house to verify that there was really no installation done. XXXX XXXX usually install antenna on the roof top and if someone can only come and actually check, theyll find out that the service was never installed. 
4. XXXX XXXX cancellation policy states that a full refund is given if the order is cancelled prior to installation ( see below at the end of the message ). 
5. I paid {$47.00} for mis-understanding that XXXX XXXX has accepted my notification and charged as final balance as a result of my call. 
6. I am still requesting that XXXX XXXX comes to my house and verify if I really had the service. XXXX XXXX can also verify my tv service from XXXX for many years now. 
7. I am requesting XXXX XXXX to provide a copy of document signed by me acknowledging the installation was completed. 
8. XXXX XXXX must investigate the technician on where the equipment has gone. 
9. XXXX XXXX must trace the address that used the receiver that it claims was provided to my address. 
In addition, I would like to offer the following explanations on circumstances that led to this XXXX XXXX service and why I will not allow the installation on the roof of my house : 10. On or about XX/XX/XXXX, I went to XXXX  Store at the XXXX XXXX XXXX XXXX to buy my daughter a new XXXX. The Salesman checked my phone bill and convinced me that I could have a lower bill and at the same time get a new second XXXX  at no charge after seeing that another one of my line was already eligible for upgrade. I asked whats the catch? Will I be tied to the contract and he said no. 
11. He started giving me calculations and even when I told him I didnt need a second XXXX  he said its free. The deal was including XXXX XXXX. I told him I already have a TV provider, XXXX, and I dont want any antenna installed on my roof. I said it he can sign me up for just a streaming service, that will be good. And he said along with his Manager, that they can make it streaming. So I agreed to sign-up and signed whatever he had on his XXXX. He did not explain each page on the XXXX  that I signed and I was already tired from selecting phone, waiting, and having to listen to his sales pitch. My payment seems to have included {$19.00} for XXXX XXXX service activation fee. 
12. When we came back to the house, there was a text from a technician on installation appointment date. 
13. Then the salesman also texted me and said that streaming online is now available. 
14. The next day another I receive another installation confirmation date. 
15. The installation never happened. No one came to my house to install anything or leave a receiver. 
16. I had difficulty with the instruction for streaming that the Salesman texted. I also saw the preliminary list of the total charges as a result of the phone upgrade and it came to more than {$600.00}. Also, I noticed a new phone number, a 6th line, that the Salesman didnt tell. So I called the XXXX store to complain and they said that the bill will be adjusted when the actual bill comes and they assured me that it will really be lower than the monthly I was paying. 
I wasnt comfortable so I called XXXX customer service to verify my actual phone billing. The kind lady helped me fixed the charges of my existing phone lines but couldnt do anything on the new phone line. She said I have to go back to the store to cancel it. I went back to the store and they said it can not be cancelled because it carried the 2nd new and free XXXX in that account and if I cancel, I have to return the phone. I already have many personal information on that phone so I decided not to do anything so long as my bill remains the same as it used to be. Later on after few months, I was able to get help in cancelling the 6th line by phone from another XXXX customer service after I fully paid the 2nd XXXX.