Consumer complaint received 2020-12-01
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Credence Resource Management, LLC (CO)

In summary, I opened an XXXX XXXX XXXX XXXX account in late XX/XX/XXXX and purchased a cell phone on an XXXX XXXX XXXX installment plan. After deciding I did not want to keep the phone and move forward with my newly-created XXXX XXXX XXXX account, I returned the phone within the 14-day return period on XX/XX/XXXX and closed the XXXX XXXX XXXX XXXX account. To this day, my closed XXXX XXXX XXXX account still indicates a past due balance of {$600.00} after numerous failed attempts to help XXXX XXXX XXXX resolve this issue. Since around the beginning of XX/XX/XXXX, I have received numerous daily debt collection calls from an external collection agency, and with each passing day, my personal credit score and history is at risk. XXXX XXXX XXXX has repeatedly ignored this issue -- while it may not be a significant matter for a company as large as XXXX XXXX XXXX, it is a considerable issue for me that has taken hours of my life to attempt to resolve. XXXX XXXX XXXX has never given me the opportunity to speak to a supervisor ( despite repeated requests ) and has ignored my requests to not seek debt collection, as this issue is a result of their own inability to locate the returned device. I will never conduct business with any XXXX XXXX XXXX company again, and I will encourage my family and friends not to do so as well. I am also an attorney and am prepared to seek legal resolution to this issue if XXXX XXXX XXXX does not meaningfully address and resolve this issue through this CFPB complaint. 

A detailed chronology of events follows. 

XX/XX/XXXX -- I purchased a XXXX XXXX  XXXX XXXX - 128 GB - XXXX XXXX XXXXXXXX on a monthly installment plan on XXXX XXXX XXXX 's website ( Order # XXXX -- please see attachment " XXXX XXXX XXXX XX/XX/XXXX Order Confirmation Email.pdf '' ). While I placed the order online, I chose to pick it up at my local XXXX XXXX XXXX store. In doing so, I also created a new XXXX XXXX XXXX XXXX account ( I was not previously an XXXX XXXX XXXX XXXX customer ). 

XX/XX/XXXX -- I picked up the cell phone reference above at my local XXXX XXXX XXXX store ( XXXX XXXX  XXXX XXXX XXXX XXXX, XXXX, CO XXXX ). 

XX/XX/XXXX -- Not wanting to have to return to the XXXX XXXX XXXX store, I looked up my XXXX XXXX XXXX order referenced above on XXXX XXXX XXXX 's website and requested to return the device ( understanding that in doing so, I would receive a full refund for the device, as I was still within the 14-day return period ). In doing so, XXXX XXXX XXXX provided me with an email confirmation of my return request ( please see attachment " XXXX XXXX XXXX Return Confirmation Email XXXX '' ). I used the link in that email to access and print out my XXXX XXXX XXXX-provided return shipping label ( please see attachment " XXXX XXXX XXXX Shipping Label.PNG '' ). 

XX/XX/XXXX -- I packaged the cell phone in all of its original packaging and affixed the XXXX XXXX XXXX return shipping label reference above to the box. I then dropped the package off at my local USPS location ( please see confirmation of drop-off in attachment " USPS Tracking Information.JPG '' ). On or about this date, I also closed my XXXX XXXX XXXX XXXX account by porting out my number on the account ( XXXX ). 

XX/XX/XXXX -- USPS delivered the package as indicated in the attachment " USPS Tracking Information.JPG, '' which notes " picked up by shipping agent '' on XX/XX/XXXX at XXXX XXXX. 

XX/XX/XXXX through XX/XX/XXXX -- I received approximately five written " past due notices '' from XXXX XXXX XXXX indicating a past due balance on my closed XXXX XXXX XXXX XXXX account ( account # XXXX ) of {$600.00} ( i.e., the total cost of the device and taxes ). During this time period, and throughout XX/XX/XXXX, I called XXXX XXXX XXXX 's customer service number at least ten times. Each time, I explained the chain of events noted above, was told a new " case '' was opened, and that my past due balance would be resolved within 3-5 business days. Each time, nothing happened, and I continued to receive past due notices from XXXX XXXX XXXX in the mail ( please see the " final notice '' past due balance letter in attachment " XXXX XXXX XXXX Final Notice Letter XXXX '' ). Each time I was told a new case was opened during this period, I was also told that I would receive a case tracking number via email within 24 hours -- despite asking and confirming with the XXXX XXXX XXXX agent each time, I never received a case tracking number within 24 hours ( or ever ) after any contact with XXXX XXXX XXXX. On nearly every occasion when calling, the line was disconnected ( and I never received a call back ), I was told I would receive a return call from a supervisor ( and never did ), or I was shuffled between numerous " departments '' within XXXX XXXX XXXX 's customer service center ( and each time had to explain the entire chain of events again, despite the fact that the previous agent had noted the call details on my account ). Furthermore, on every occasion when calling during this period, the XXXX XXXX XXXX agent confirmed the details of my cell phone order ( and return ) and confirmed that I am eligible for a full refund ( as the device was returned within the 14-day return period ) and that the USPS tracking number indicates my device was returned to XXXX XXXX XXXX warehouse. 

XX/XX/XXXX -- As I grew in concern that this past due " debt '' still remained on my closed account, I contacted XXXX XXXX XXXX 's customer service number again and spoke with an agent who told me a new case was created and that the balance would again be resolved within 3-5 business days. This agent also told me he could not immediately provide me with a case tracking number but that I would receive one within 24 hours ( I never did ). This agent did, however, provide me with his XXXX XXXX XXXX agent ID, which was XXXX. On or about this date, I also started receiving approximately 10 debt collection calls per day from Credence Resource Management , LLC, noting that I owed {$600.00} in past due balance to XXXX XXXX XXXX. I also received a written letter from Credence noting the same ( please see attachment " Credence Debt Collection Letter XXXX '' ). 

XX/XX/XXXX -- Still receiving calls from Credence, I called XXXX XXXX XXXX 's customer service line again and spoke with an agent who told me that previous agents ' statement that I could not immediately receive case tracking numbers was incorrect. She also noted the XX/XX/XXXX agent ID ( XXXX, noted above ) and indicated she would report him for giving me false information. This XX/XX/XXXX agent told me that looking at my account notes, no case had ever been created. On this day, this new agent actually created a real case, immediately provided me with a case tracking number ( XXXX XXXX, and told me that the case ( and my past due balance ) was scheduled to be resolved on XX/XX/XXXX. This agent also noted that as I would not be receiving confirmation of case resolution, I should contact XXXX XXXX XXXX again on XX/XX/XXXX to confirm the case 's progress. 

XX/XX/XXXX -- As I was still receiving calls from Credence, I knew the XX/XX/XXXX case had not been resolved. I contacted XXXX XXXX XXXX 's customer service number again on this date and was told that there was no update on the case and that XXXX XXXX XXXX was unable to locate the device. I asked to speak with a supervisor and was put on hold for approximately 30 minutes. After 30 minutes, I ended the call, expecting not to be able to speak to a supervisor that day. 

XX/XX/XXXX -- As I was still receiving calls from Credence, I knew the XX/XX/XXXX case still had not been resolved. I contacted XXXX XXXX XXXX 's customer service number again on this date and was told that there was no update on the case and that XXXX XXXX XXXX was unable to locate the device. I was told to wait a few more business days and that nothing could be done at that time. 

XX/XX/XXXX -- As I was still receiving calls from Credence, I knew the XX/XX/XXXX case still had not been resolved. I contacted XXXX XXXX XXXX 's customer service number again on this date and was told that there was no update on the case and that XXXX XXXX XXXX was unable to locate the device. I asked to speak with a supervisor and was put on hold for approximately 30 minutes. After 30 minutes, I ended the call, expecting not to be able to speak to a supervisor that day. 

XX/XX/XXXX -- As I was still receiving calls from Credence, I knew the XX/XX/XXXX case still had not been resolved. I contacted XXXX XXXX XXXX 's customer service number again on this date and was told that there was no update on the case and that XXXX XXXX XXXX was unable to locate the device. I asked to speak with a supervisor and was put on hold for approximately 15-20 minutes. After this time had passed, the agent ( whose name was XXXX ) told me that no supervisor was available and asked for a good number for one to contact me within one hour. I gave XXXX my number and confirmed it with her. I also confirmed with XXXX that I would receive a callback from one of her supervisors within one hour. To do this, I have received no call, email, or any other form of contact from anyone at XXXX XXXX XXXX. 

XX/XX/XXXX through XX/XX/XXXX -- On each day throughout this period, I have continued to receive debt collection calls from Credence. 

XXXX XXXX XXXX has made zero meaningful effort to locate the device, stop debt collection calls, or keep me informed of updates. My personal credit score and history continues to be at risk if Credence decides to report my debt to any credit agency.