Consumer complaint received 2025-05-08 00:00:00
Product: Debt collection — Telecommunications debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: AFNI INC.
State: CO

Complaint narrative:
This is a separate issue from my prior complaint filed in XXXX, which was categorized as a card transaction dispute. Since then, XXXX has engaged in unauthorized charge attempts, deceptive billing practices, and third-party debt collection activity despite a pending FCC complaint. 

Complaint Narrative : I am submitting this complaint to report XXXX XXXX for deceptive billing practices, unauthorized charges, misrepresentation by customer service and executive representatives, and aggressive third-party collection activity despite a pending FCC complaint. These actions have resulted in financial harm, reputational damage, and emotional distress. 

Background : On XX/XX/year>, I began the process of switching my wireless service from XXXX to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, which reimburses customers for device balances after XXXX days of active service. Before switching, I contacted XXXX multiple times to ask whether I could wait for the XXXX reimbursement cards before paying off my final device balance. 

XXXX representatives assured meon multiple callsthat this would not be a problem, and that no charges would be auto-drafted before I had the opportunity to pay manually. I was told I could wait until the XXXX XXXX XXXX cards arrived and pay the balance directly. Relying on that assurance, I ported out my lines. 

XXXX XXXX XXXX {$1600.00} On XX/XX/year>, at approximately XXXXXXXX XXXX XXXX auto-drafted {$1600.00} from my checking account, which included the full remaining balance for three devices. This happened after my account had been closed and without any warning or consent. 

Critically, I had no way to prevent this, because I was locked out of my XXXX account the moment my final line disconnected in XXXX. I was unable to access the portal or remove payment methods or cancel XXXX. 

This unauthorized charge overdrafted my bank account by over {$500.00} and caused serious disruption : I had movers scheduled just hours later, and I was left without access to the funds I had set aside to pay them. 

FCC Complaint and Refund I immediately filed a formal complaint with the FCC ( Case # XXXX ). In response, I was contacted by a XXXX XXXX XXXX representative ( XXXX ), who acknowledged the charge and issued a full refund, which I received a few days later. During that call, XXXX also assured me that no further charges would be attempted and that XXXX had been removed. I was told this was resolved. 

However, XXXX refused to provide written confirmation of these statements, citing internal system limitations. I was told I could rely on the recorded call and that the notes had been placed on my account. 

Second Charge Attempt XX/XX/year> On XX/XX/year>, at approximately XXXXXXXX XXXX  XXXX attempted to charge the exact same amount $ XXXX. This charge reached my bank and was flagged as fraud, triggering an automatic shutdown of my debit card. 

This occurred despite XXXX claiming they had removed all payment methods from my account on XX/XX/XXXX. If this were true, this second billing attempt should have been impossible. Yet it happened. 

This second incident caused even greater harm : My debit card was permanently disabled. 

I was left with no access to funds, now going on over a week Multiple bills, including rent, car payment, insurance, and personal loans, failed, risked default, and were delayed. 

Nine of my recurring subscriptions were cancelled. 

My 100 % on-time payment record is now at risk of default, and I may incur lasting credit damage. 

I will have to spend days manually updating all linked payment accounts after being issued a replacement debit card. 

Collection Activity Despite Open Regulatory Complaint While this issue was still active with the FCC, XXXX escalated the balance to third-party collections ( AFNI, XXXX ), contrary to what their XXXX Office had told me. 

AFNI began calling my fiance ( the original account holder ) around XX/XX/XXXX, and she verbally told them to stop calling. They then emailed me, under her name, despite : The fact that she told them to stop. 

The fact that I was never listed as the primary account holder. 

The fact that they used our old address, meaning any written validation they send may never reach us. 

I replied immediately to AFNI to formally dispute the debt and request validation, citing the open FCC complaint. I also sent them a follow-up with our updated address. No response has been received yet. 

XXXX 's XX/XX/XXXX Email Final Denial Without Hearing Me Out On XX/XX/year>, I received an email from XXXX Executive Relations stating that my request for resolution had been denied and that they considered the matter closed. This occurred : Without me ever speaking to the assigned representative Without any live follow-up or phone call Without any acknowledgement of the second charge attempt on XX/XX/XXXX Without a fair chance to present these facts Their letter cited their Customer Agreement to claim that verbal promises made by representatives are not binding, despite the fact that I was encouraged to rely on those promises. XXXX selectively used this clause to avoid accountability while allowing internal billing systems to violate what their own executive promised me. 

My Complaint and Request for Action : Verizons conduct throughout this matter constitutes : Deceptive billing practices Unauthorized access to a financial instrument Failure to honor verbal commitments made by executive staff Collections activity during an unresolved regulatory dispute Financial injury and reputational harm I am prepared to provide all relevant documentation, call transcripts, emails, and banking statements upon request. 

Thank you for your time and assistance in reviewing this complaint.

Company response to consumer: Closed with explanation