Consumer complaint received 12/22/2016 about Debt collection (Other (i.e. phone, health club, etc.)) with AFNI INC. (IN).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt was paid

Complaint: On XX/XX/XXXX I had XXXX telephone conversations with a XXXX with XXXX customer service department. On our XXXX phone conversation I cancelled my contract with XXXX and asked XXXX what my final bills and cancellation fees would be. He gave me a figure of approximately {$240.00}. I made payment over the phone with him using a credit card I had been a loyal XXXX customer since XXXX, but the issue that I had with XXXX started a couple of weeks prior to my cancelling my contract. I order a new phone via XXXX customer service over the phone. The CS rep who processed my order and then told me I was eligible for a free tablet. I asked about activation fees and what the monthly fee for the tablet would be. He stated the tablet would only be a {$10.00} fee. So, I accepted. 

When the phone and the tablet arrived via mail, they had sent me the wrong phone. I had ordered the Galaxy S6 Edge and they had sent the Galaxy S6. I also checked my XXXX bill online and there was a charge for the tablet of approximately {$240.00} along a premium insurance charge of {$30.00} along with {$10.00} fee I was quoted for the tablet. I called XXXX customer service and explain the issue and XXXX customer service said they would send this to their " Account Resolution team '' to listen to the phone conversation when I ordered the phone. They stated someone from the account resolution team would get back to me within 3 business days. 
A XXXX ( or possibly XXXX ) from the XXXX Account resolution team left me a voice mail message within a couple of days. In the message, he stated that yes, I was sent the wrong phone and that I was also given misinformation about the tablet. He said they would send me a box to return the phone and that they would credit my account by {$10.00} each billing cycle for the tablet. He also left me the number to the Account Resolution Team if I wanted to discuss the issue. I called the number and I spoke with female rep that I no longer remember her name. I tried to explain that I did not want the tablet anymore and I did not understand why they would charge me for the tablet that they confirmed I was given false billing information about. At this point in the conversation she said she would have to transfer me to Account resolution team which was the number that I called and got to he??. I was put on hold and the call disconnected. I made several other calls to XXXX customer service to get this resolved and every single time I told them I did not want the tablet, that I was not satisfied with their billing solution, I was put on hold and the call would disconnect. 
Becoming frustrated I took both the phone and the tablet to a XXXX Store In XXXX Indiana and spoke with the store manager. He told me that I could not return the devices to his store that I would have to take them to corporate store and told me that a corporate store was in XXXX Indiana. 
On XX/XX/XXXX, I took both devices that I had not activated because I did not want them to the corporate XXXX store located in XXXX Indiana. I waited 25 minutes to get a store rep to help me. She got on the computer pulled up my bill. Did not understand the issue and made a phone call to someone within the XXXX organization. They could explain through their phone records the issue and she finally understood. Once she understood the situation I told her that I never had received the box to return the phone and that I also wanted to return the tablet, she stated that I would have to pay a restocking fee of {$120.00} if I returned them to her at the store. I told her that the mistake was XXXX so the restocking fee should be waived. She said she could not do that. 
I have attached the complete complaint as it does is longer than this box allows. Thank you

Company response to consumer: Closed with explanation