Consumer complaint received 2026-03-26 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Waypoint Resource Group, LLC
State: FL

Complaint narrative:
Formal Complaint False Collections Reporting, Unauthorized Attribution of Debt, and Failure to Correct XXXX/XXXX Account I am filing a formal complaint regarding an unresolved billing and collections issue involving my account with XXXX. On or around XXXX, my account balance was fully paid off. However, XXXX continued billing me through XXXX in error and subsequently placed the account into collections. On XX/XX/XXXX, I spoke with a manager who acknowledged that my balance had already been paid. A credit of {$110.00} was applied, and I paid {$10.00} as instructed. I was told this was the maximum credit he could apply at that time and that the remaining issue would be resolved through the collections department. On XX/XX/XXXX, I contacted XXXX again and was instructed to file a dispute with the collections department. A ticket was created, and I was explicitly told the issue would be fully resolved by XX/XX/XXXX. On XX/XX/XXXX, I called at approximately XXXX XXXX and remained on the phone until approximately XXXX XXXX. During that time, I was transferred multiple times between agents, was provided incorrect contact numbers for the collections department, was unable to reach the appropriate department, and the issue remained unresolved despite prior assurances. Additionally, I have recordings of these calls documenting inconsistent information, misdirection, and failure to properly assist. This situation has caused incorrect reporting to collections, a XXXX drop in my credit score for an account that should not have been reported at all, potential ongoing damage to my credit profile and financial standing, and significant time loss and distress. Legal and Regulatory Violations I did not open any account with Waypoint Resource Group LLC. Any reporting, furnishing, or collection activity identifying Waypoint as the original creditor, or otherwise attributing a debt directly to Waypoint without competent proof of authority, is false and misleading. Neither XXXX nor Waypoint has provided any competent documentation establishing a lawful basis for this collection activity. No purchase agreement, no forward-flow agreement, no assignment, no placement authorization, and no other competent record has been provided showing that this alleged debt was validly sold, assigned, or transferred ; that Waypoint was authorized to collect on behalf of XXXX ; that Waypoint had any lawful right to furnish information concerning this account to any consumer reporting agency ; or that I ever opened, authorized, or became contractually obligated on any account with Waypoint. XXXX acknowledged that the balance had already been paid, yet the collection account remained unresolved and continued to be reported. Under the Fair Credit Reporting Act, a furnisher may not provide information to a consumer reporting agency if it knows or has reasonable cause to believe the information is inaccurate, and after receiving notice of a dispute from a consumer reporting agency must investigate, review relevant information, and correct or delete inaccurate information as required by law. Consumers also have the right to dispute inaccurate information with consumer reporting agencies, which must conduct a reasonable reinvestigation. XXXX U.S.C. XXXX, XXXX. To the extent Waypoint acted as a third-party debt collector, the Fair Debt Collection Practices Act prohibits false, deceptive, or misleading representations in connection with the collection of a debt and also prohibits unfair or unconscionable means to collect or attempt to collect a debt. Reporting or attempting to collect a debt without proving the right to do so, or misidentifying the creditor, raises serious FDCPA concerns. XXXX U.S.C. XXXX, XXXX. Florida law also prohibits a person collecting consumer debts from asserting a legal right that does not exist, communicating information known to be false, and engaging in conduct that can reasonably be expected to harass a debtor. A violation of Florida XXXX XXXX can support actual damages, additional statutory damages up to {$1000.00}, plus court costs and reasonable attorneys fees. XXXX XXXX. XXXX, XXXX. Because XXXX is a communications provider, unjust or unreasonable billing and account-handling practices may also raise issues under XXXX U.S.C. XXXX ( b ), which requires charges and practices in connection with communications service to be just and reasonable. Stated plainly : I paid the account. XXXX acknowledged that fact. Yet a collection account remained on my credit file through Waypoint, an entity with whom I never opened an account and whose authority was never proven to me. The resulting reporting caused a XXXX drop in my credit score for an account that should not have been reported at all. This is not a minor billing error. It is a serious credit-reporting and collection failure that requires immediate correction. Requested Resolution I demand the following immediately : Immediate deletion of this collection account from all consumer reporting agencies. Written confirmation that the account balance is {$0.00}. Written confirmation that XXXX has instructed Waypoint to delete the account and cease all collection and furnishing activity. Written confirmation that Waypoint has deleted the tradeline and will not continue reporting, verifying, or furnishing this account to any consumer reporting agency. Written confirmation of the specific basis on which Waypoint furnished this account to the credit bureaus. Complete documentary proof of any claimed authority Waypoint asserts it had to collect or report this account, including any placement authorization, assignment, purchase agreement, forward-flow agreement, bill of sale, and any account-level schedule or data identifying my specific account. Written confirmation that all collection activity has ceased permanently with respect to this account. Because this account was not supposed to be reported at all, deletion, not correction, is the required remedy. I do not consent to continued furnishing, verification, updating, or reinsertion of this account with any consumer reporting agency. If this matter is not corrected immediately, I will pursue other appropriate federal and state regulators, and I will preserve all recordings, account records, and credit-reporting evidence for further action. I did everything a consumer is supposed to do. I paid the account. I followed up. I called repeatedly. I relied on what I was told. And after all of that, I was still left carrying the consequences of an error that was not mine. Instead of correcting the problem once it was identified, I was forced to spend hours being transferred from person to person, given incorrect information, and sent in circles while a collection account that never should have been reported continued damaging my credit. XXXX acknowledged that the balance had already been paid, yet I was still left to deal with the fallout. That is not just frustratingit is deeply unfair. The harm here is real. My credit score dropped by XXXX points because of reporting that should not have existed at all. That kind of damage can affect a persons ability to obtain housing, financing, transportation, and other basic opportunities. It creates stress, uncertainty, and a loss of confidence in whether your financial record is being handled honestly and lawfully. What makes this worse is that I did not open any account with Waypoint, yet my credit was still impacted through reporting tied to that entity, without any competent proof ever being provided to me showing a lawful basis to do so. I have been put in the position of having to fight to correct something that should never have happened in the first place. No consumer should pay an account, be told the issue is resolved, and then be forced to spend days trying to undo false collection reporting while their credit suffers. I have lost time, peace of mind, and financial standing because of this. I have been forced to carry the burden of a problem created by XXXX billing error and then made worse by the failure to properly correct the collection reporting afterward. This matter has caused real hardship, and it requires immediate and complete correction. Deletion of the collection account is not a courtesy. It is the only proper remedy for harm that should never have occurred. Respectfully, 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 explanation