Consumer complaint received 2025-04-01 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Sequium Asset Solutions, LLC
State: FL

Complaint narrative:
After the Affordable Connectivity Program ( ACP ) ended in XX/XX/year>, I enrolled in XXXX XXXX XXXX  with a XXXX agent, XXXX XXXX XXXX, that our apartment complex put us in contact with ( see text receipts ). which was supposed to provide me with XXXX months of free internet service. I specifically chose XXXX because their representatives assured me that this program would fully cover my service for XXXX months, with the discount being applied at the end of each billing cycle. 

On XX/XX/year>, I signed up for XXXX XXXX XXXX, believing I would not be charged. However, once I received the equipment, the service was completely unusablethere was XXXX connection to the XXXX XXXX. I immediately contacted XXXX customer support, and after extensive troubleshooting, including multiple calls and attempts to reposition the router, the issue remained unresolved. XXXX sent me a replacement unit, but the service still did not function as promised. I continued to report these issues, spending hours on the phone with customer service. Eventually, I was informed that the service was not viable for my location. 

Because the service was unusable, I canceled my XXXX home internet on XX/XX/year>, and returned both routers as instructed. XXXX XXXX discount was never applied, and I was told this was because I had canceled before the end of the billing cycleeven though I was canceling specifically because their service did not work. 

On XX/XX/year>, I called XXXX again to confirm my cancellation and billing status. During this call, I was explicitly told that the bill would be appealed and that I would no longer be charged. This is documented in the text receipts I have from XXXX, which confirm that my balance should have been cleared. 

Despite this, I am now being harassed by XXXX XXXX XXXX regarding a {$110.00} balance that I do not owe. Since I no longer have access to my XXXX account, I can not email customer support directly. I have spent additional hours on the phone with XXXX trying to resolve this, but I have not been given a clear explanation. 

XXXX actions have caused significant frustration and financial distress. I am requesting that : XXXX XXXX XXXX immediately cease collection efforts for this incorrect balance. 

XXXX cancels this debt and removes it from their system as I was promised the balance would be appealed and waived. 

XXXX confirms in writing that this issue has been fully resolved and that I will not be pursued for any further payments. 

XXXX provides written assurance that this debt has not been reported to any credit bureaus. If it has, they must immediately correct this error and provide proof of removal. 

I have made every effort to resolve this issue directly, and XXXX must uphold their commitment from XX/XX/year>, that this charge would be appealed and removed. Additionally, I should not be penalized because XXXX failed to apply the Lifeline discount as promised before my cancellation.

Company response to consumer: Closed with non-monetary relief