Consumer complaint received 2019-08-07
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: SUNRISE CREDIT SERVICES, INC

Complaint:
This letter is to inform XXXX that I am filing a written grievance with regard to your customer service departments handling of a disputed erroneous balance made by a customer service representative on my XXXX  account : XXXX. Not only were they incapable of resolving this issue, they stated on numerous occasions that the best way to resolve this issue is to just pay the bill. To me, thats simply telling me we are not going to even try to resolve this issue. The lack of dignity, respect, and care to a previously loyal customer is disheartening to say the least. This will and should be escalated to the highest level to resolve this as I will not be robbed and treated unfairly by a multi-billion dollar company and its employees for their mistake and false claims. I implore you to exhaust every resource in resolving this as I have wasted countless hours with this already. The most precious resource any human can provide is time, which I am greatly displeased with having been victim to spending on this issue due to XXXX  fault. 
History of events, background, and complaint : In approximately mid-XX/XX/XXXX, I transferred to XXXX cellular services. Upon transferring, an associate with XXXX informed me that during the transfer, XXXX would notify XX/XX/XXXX to close my account and I would no longer be billed for services by XX/XX/XXXXwith the exception of my final monthly bill. During the swap to XXXX, I was unable to recover my account information to keep the same phone number. I settled for an alternate number and departed the store after several painstaking hours. 
On XX/XX/XXXX, unfortunately I had discovered XXXX had still taken automatic monthly payments from my bank account which I assumed was closed. I contacted XXXX who stated they never received a cancellation notice from TXXXX or me, therefore, the account was charged. I contacted XXXX who stated they should have informed me that during the number change XXXX was not made aware of the carrier swap and it was their mistake because I procured a different number during the transfer process. They suggested I contact XXXX to close the account so I would not be charged further. 
On XXXX XX/XX/XXXX, I contacted XXXX to officially close my account and settle all or any remaining balances. During the conversation, I explained the unfortunate circumstances in which XXXX received approximately {$350.00} of payments from me without me even using the service. I admitted it was my fault for not following up with XXXX and did not argue or dispute the already lost amount. My primary goal was to ensure that I did not have any remaining balance with XXXX and that I would not be billed again. I was informed the account was closed and I no longer would owe any payment to XXXX for services. 
On XXXX XX/XX/XXXX, my previous XXXX account address owner forwarded me a Sunrise Credit Services letter which stated I owed ATT {$73.00}. I was absolutely dumbfounded and assumed it was a scam. I contacted XXXX and was transferred to the Customer Loyalty department where I spoke to XXXX for approximately one hour. XXXX stated there was nothing she could do for me because the account was placed in a write-off status and in the hands of the collection agency. She also confirmed the collection agency was a legitimate source. XXXX claimed she understood the situation and believed the bill should be resolved through XXXX, to which she referred me to the Collections Department because the account was placed in a write-off status. She also stated on numerous times that it would be easier to just pay the bill. Again, offended by this statement and lack of logical resolution, I countered her suggestion with the clear unfair treatment of XXXX and the closed account action placed on the XX/XX/XXXX in  which I resolved any remaining balance with XXXX and was assured I did not owe XX/XX/XXXXanything more. 
On XX/XX/XXXX, I contacted XX/XX/XXXX customer support line : XXXX ; and after 40 minutes was connected with XXXX, Billing department. XXXX again suggested to pay the balance and that although a customer service representative made a mistake by telling me I did not owe anything, that it was my burden to pay the bill. I explained to him what fraud means and how lying to customers or making false claims is and should not be the burden of the customer. As a victim of this fraud, XXXX felt it pertinent to explain to me how this bill was my fault for not checking my account through online services or responding to mail correspondence. Again, I explained to him that I did not live at the address in which the bills were addressed to since approximately XX/XX/XXXX, and my account information for online logins were far from my memory as I had no reason to use them in the first place given my automatic payments that were setup when I created the account. Additionally, as an XXXX XXXX military member, I have very little time and energy to focus on ensuring whether an XX/XX/XXXX customer service representative actually followed-up with their word. His responses were victim blaming a clear and inappropriate response as a customer service representative. I find this to be synonymous with telling a victim of a robbery they should have locked their doors better and ignoring any logical and professional help in resolving the issue or that the act was indeed a crime. He hesitated to forward me to his manager for some time and finally did so upon multiple requests. I spoke to XXXX in the Billing Department who really did not have much advice or assistance but to forward me to the Collections department. She stated she understood and there was nothing she could do. I was then forwarded to XXXX from the Finance Collections department. XXXX, the most helpful of all provided me a mailing address where I could send my written complaint to XX/XX/XXXX. That was essentially the only thing he could do for me. He also, rather in a disappointed and defeated tone stated, There is no one that will help you. I asked for him to clarify that what he was telling me was true. I asked, Are you saying even if there was someone who could resolve this, they are not willing to? He stated, Yes, unfortunately no one will help you. He recommended filing a written complaint, but did not sound confident it would help either. 
In conclusion, each representative admitted the fault of the false claims was due to the wrongdoing of a customer service representative I spoke with on XXXX XX/XX/XXXX who stated the account was closed and I no longer would owe any payment to XX/XX/XXXX for services. I begged the customer service representatives to review the telephonic conversation I had to close the account on XXXX XX/XX/XXXX. They alluded that it did not matter and did not take the time to review it. I used the customer service line in full faith and confidence that this issue would be resolved upon ending the conversation on XXXX XX/XX/XXXX. I even admitted that payments made after switching to XXXX were of my own mistake in not following-up with XX/XX/XXXX ( an approximate {$350.00} loss to me ) although I did not utilize one ounce of service from XX/XX/XXXX. As a trusting customer, my life moved on and I trusted the information provided to me. Now, eight months later, Im faced with a collection agency demanding I owe XX/XX/XXXX money. 
I do not and will not yield in this dispute to pay an amount that is fraudulently indebted to me. I am deeply saddened that XX/XX/XXXXcustomer service representatives were unhelpful in this situation ( specifically XXXX and XXXX, who were extremely confrontational and outright rude ). In resolving this, debt should be removed from my account and my credit should be reported accurately as I do not and have not owed XX/XX/XXXX money for an account I closed and settled all payments with on XX/XX/XXXX. Any damage to my credit score should be restored entirely! If this is not handled appropriately, efficiently, and timely, I will use every tool available to me as a consumer to ensure proper liability in the damages this has incurred to me. 
I can be contacted at : XXXX. 
Thanks for your time and consideration in resolving this unjust balance and outright poor customer service, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, IL XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief