Consumer complaint received 10/15/2016 about Debt collection (Other (i.e. phone, health club, etc.)) with Credence Resource Management, LLC (TX).
Issue: Cont'd attempts collect debt not owed
Sub-issue: Debt is not mine

Complaint: I was an XXXX costumer for a long time and always paying my bills on time. When my bundle promotion expired my charges for my XXXX XXXX went up. So I called XXXX to see what promotions they had available at the time and since they did n't have anything better than what I had before they told me that the best thing was to just have a new plan so I did. The representative also told me that after finishing the call with him I could call back to XXXX XXXX XXXX but to a different number to get my home line canceled so that by canceling the home line which a really did n't need but I had it just because it was part of the bundle it would lower my bill. So after I ended up the phone call I called again and get the home line canceled. 

A few days later I was checking my account and I realized that the amount I had to pay for my internet was higher than what they told me so I called XXXX XXXX XXXX to ask about that, they apologized and said that whoever spoke to me on the phone made a mistake and the price was higher because it was not a bundle and that there was nothing he could do for me anymore. 

So I asked the representative that since I was on a new plan but not on a bundle anymore, what would happen if I was able to find a better deal with another company ; if I could just cancel my account with ( XXXX XXXX XXXX ). He said that since at the moment I was on a month to month basis and not under any promotion so I could just cancel any time without any type of penalties or cancellation fees. 

So I started looking for another internet provider and I found a better deal with XXXX. A few days later I called XXXX XXXX XXXX and canceled my account with them, they asked me why and I explained the whole thing again. At that time, I told the representative that I was told by another representative that I should not have to pay any cancellation fees because I was not under any promotion and she said " yeah, that 's correct ''. 

A few weeks later a received a bill form XXXX XXXX XXXX where they were charging a cancellation fee for {$100.00} plus fees and taxes a total of {$110.00}. I called on XXXX/XXXX/16 to ask about the bill and after explaining everything they put me on hold for a very long time and finally the representative said that she was going to write a note on my account to get it fixed. 

A few weeks later I received a letter showing a balance of {$110.00} again so I called right away on XXXX/XXXX/16 to ask about the cancellation charges and after explaining everything and putting me on hold several times, the representative said that it was a mistake that they should n't have charging me a cancellation fee, he said that everything was resolved and he apologized for the inconvenience, he also said that I should n't be worry about that any more. 

Then, a month later a received another letter saying the same thing about me having a balance of {$110.00} and again, I called right away on XXXX/XXXX/16 to find out what was going on and after explaining everything to the representative, he said that he was not able to see any notes about my last call or any request to remove the cancellation charges, he said that in this situations they can not just request a cancellation fee removal, he said that they have to send a notification to another department that handles this and that they should be calling me or sending me a letter to notify me of any updates on my account. I never received any calls from XXXX XXXX XXXX, XXXX mails or a letter in regards this matter. But today XXXX/XXXX/16 I just received a letter from Credence Resource Management, LLC for collection saying that XXXX XXXX XXXX XXXX has been assigned them to collect the amount of {$110.00}.

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 explanation