Consumer complaint received 2026-05-12 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: Waypoint Resource Group, LLC
State: OR

Complaint narrative:
I had services with XXXX for years since XXXX, home WiFi and cell phone services. I moved to an area where they did not provide home WiFi or offer cellular service with the home WiFi discount since they did not offer service in the greater XXXX area, per their customer service. I cancelled my service with a XXXX phone agent in XXXX of XXXX and was told my service would only be active for 30 more days. After cancelling my service in XX/XX/XXXX I moved to XXXX. My automatic payments continued to be taken out by XXXX for XXXX, XXXX, and XXXX months, I called XXXX each month, and I was reassured the payments would stop. They continued to take payments out of my bank account until I had my bank stop the payments by cancelling my debit card in XXXX, expiring the old card out of service. My bill was paid in full for XXXX, they also collected full payments in XXXX, XXXX, and XXXX, which I did not owe. That is when my bank changed my debit card so they could no longer withdraw automatic payments in XX/XX/XXXX. In XX/XX/XXXX I found out they had sent a bill to collections for the attempted auto payments in XXXX and XXXX which I never owed since I cancelled my cellular service over the phone with a XXXX representative per XXXX policy in XX/XX/XXXX and again I was told my service would only be active for 30 more days. I did not use the phone at all because I switched to XXXX so I never even knew if the phone had been shut off or not shut off, I assumed it was ending 30 days after my cancellation. I called XXXX once I saw the collection account on my credit report and disputed it with them. They refused to do anything. They said my payments didnt go through, they said they had no record of my calls regarding asking them to stop taking payments from my banks auto set up. They confirmed the cancellation request in XX/XX/XXXX, so I asked how they think I owed payments for months after the service cancellation since my cell phones were paid for, and they told me they didnt have service in my area of XXXX XXXX The XXXX agent agreed it was confusing. They also said because I didnt dispute this bill within 60 days it was considered a valid debt and they wouldnt fix it even though I cancelled my services in XX/XX/XXXX. I never received a notice of collection, a call or any notification. The XXXX agent said it was sent to my old address, yet all my mail and statements prior to that were coming to my new address. I also never received any communication from the collection agency they sold the {$110.00} dollar collection to. The {$110.00} is for the months of XX/XX/XXXX and XX/XX/XXXX, I do not owe this money, I paid 3 months after my service disconnect request and I was finally able to stop the auto payments through my bank. Each representative told me the payments would stop and they never did. Now Im being pursued for a bill I do not owe. I never should have owed more than the 30 days past my XX/XX/XXXX disconnect paid to XXXX. I have also attached the email I started receiving after my bank stopped processing the auto payments in XX/XX/XXXX. Please help!

Company response to consumer: Closed with explanation