Consumer complaint received 2024-05-19 00:00:00
Product: Debt collection — Other debt
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: Zions Debt Holdings
State: FL

Complaint narrative:
On XX/XX/XXXX, I entered into a home security/monitoring agreement with XXXX  XXXX XXXX XXXX XXXX ). I signed an agreement to pay {$49.00} per month for XXXX  months ( {$1700.00} ) plus tax. My monthly payment was initially {$54.00} per month automatically paid via credit card. In XXXX of XXXX, XXXX  took over the agreement from XXXX and my payments were then automatically paid to XXXX. In XXXX of XXXX, XXXX began taking out additional " cost & recovery '' fees of {$2.00} and then {$6.00} from XX/XX/XXXX until the XXXX agreement was paid in full in XXXX of XXXX. This was clearly not in the agreement that I signed. 
In XX/XX/XXXX, I moved from a rental house to a home that I purchased. I no longer required the home monitoring service, and the equipment was not installed or in use. I contacted XXXX on XX/XX/XXXX, and inquired about canceling the service. XXXX sent me a copy of the agreement and told me that I could not cancel before the XXXX agreement was paid. I agreed since I had signed the agreement and told them I would like to discontinue after my final payment was received. XXXX then took over the agreement shortly after in XXXX of XXXX. I contacted XXXX  as well and told the representative that I was no longer using the monitoring service, the equipment was not installed in my house, and I would like the service to terminate at the end of the agreement. The representative understood and informed me that my final payment would be XX/XX/XXXX. No more automatic payments were taken after the XX/XX/XXXX payment. The agreement was paid in full per our agreement. 
On XX/XX/XXXX, I received a letter in the mail from Zions Debt Holdings saying that I owe {$130.00} on a past due account to XXXX. They claim I owed {$53.00} to XXXX. In addition, I owe {$22.00} in interest and {$60.00} in fees. This is a full XXXX years after my agreement was paid in full and I did not receive anything from XXXX ( invoice, letter, email, phone call ) saying that I owed them money, otherwise this would have been handled XXXX years ago. 
On XX/XX/XXXX, I contacted Zions Debt Holdings to ask about the debt. I informed them that I paid for my account in full. They claimed on the phone that I owed the money because I did not cancel the account in writing and that if I dont pay the debt by XXXX XXXX, they will report my non-payment to the credit agencies. I ALWAYS pay my debts and have outstanding credit. Per my signed agreement with XXXX, This Agreement will continue on a month-to-month basis thereafter, as allowed by law. At the end of the initial term or any period thereafter, Cancellation of the XXXX requires XXXX ( XXXX ) day confirmed notice. This requires customers to sign a cancellation acknowledgement. This acknowledgment can be signed electronically VIA A LINK PROVIDED BY PAI UPON CANCELLATION NOTICE. I notified both XXXX and Brinks of my desire to cancel service. No link was provided by either XXXX or Brinks, so they broke their own agreement. In addition, the agreement also states that Customer authorizes PAI or its assignees to initiate debit entries monthly from XXXX depository account or credit card for current and any past due amounts. Again, XXXX broke the agreement. If I did not cancel this agreement in a manner which was acceptable to them, automatic payments would have continued. Instead, they decided to do XXXX last money grab and charge me {$53.00} and then cancel the service without even sending me an invoice. 
On XX/XX/XXXX. XXXX, I contacted XXXX to try to take care of this. They were not helpful. After talking to multiple reps, they said there was nothing they could do, they had already sent all documents to the collection agency, and I needed to deal with them directly. I filed a complaint with CFPB on Brinks on XX/XX/XXXX. I contacted Zions Debt Holdings again and they said that I could send a letter to them asking for a validation of debt, which I did on XX/XX/XXXX. 
On XX/XX/XXXX, I received a response from XXXX XXXX of Zion Debt Holdings. She said You can not cancel without paying any pending balance owed. We show they disconnected service due to non-payment. I responded to her explaining all the above and how XXXX did not follow my agreement. I tried XXXX more time to handle this with XXXX but ran into a brick wall. They said there is nothing they could do ; they could not even provide me with a copy of the invoice that they allegedly sent to me because all records were sent to collections. I emailed XXXX XXXX again and asked for the invoice and she said that she did not have the records and that the debt has been validated. XXXX XXXX also did not provide me with a breakdown of Zions Debt Holdings invoice which tells me how they calculated their interest and fees. 
XXXX is in error. They did not follow our agreement and this debt is not mine to pay.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation