Consumer complaint received 2024-11-01 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: I.C. System, Inc.
State: CO

Complaint narrative:
What Happened : In XX/XX/year>, I placed an order with XXXX for devices and services, expecting delivery to my residential address in Colorado. Despite providing the correct delivery address at the time of purchase, the order was mistakenly sent to an entirely different address in another state. The tracking number for this shipment confirmed delivery to an address in XXXX, XXXX XXXX which is unrelated to me. I have no ties to this location and did not authorize any redirection of my order. 

Upon discovering this issue, I took immediate action. I reported the misplaced delivery to both XXXX and XXXX. XXXX opened multiple support tickets for mefour in totalto investigate and resolve the matter. The ticket numbers were as follows : XXXX XXXX XXXX Most recent ticket ( opened on XX/XX/year>, number unknown due to disconnection ) I spent numerous hours on the phone and in online chat sessions with XXXX customer service representatives, explaining the situation repeatedly and requesting a resolution. Despite this, XXXX failed to address my concerns or take any steps to rectify the delivery error. I was continually reassured that my case would be resolved, but no action was taken, and I was ultimately left without the devices I had ordered and paid for. 

In the meantime, XXXX began billing me for these undelivered devices and associated services, resulting in unauthorized charges on my account. I did not receive the products or use their services, yet I was charged as though I had. When I escalated the matter within XXXX, including contacting their fraud department, I was met with further delays and inadequate responses. 

This incident has been compounded by the fact that I have been a victim of identity theft since the beginning of this year. Due to unauthorized activity on my credit, I was forced to place a credit lock on my account with the credit reporting agencies to protect myself. Despite taking these precautions, XXXX billing error and their refusal to correct it have now resulted in a fraudulent collections entry on my credit report, causing further harm to my financial standing. 

As a result of XXXX failure to properly address the situation, they have reported this unpaid balance to credit bureaus, which has severely impacted my credit report. Despite providing XXXX with evidence of their own errorincluding the incorrect delivery address and confirmation that I never received or used the devicesthey have continued to pursue collections against me for a transaction that was never completed as intended. 

Actions I Have Taken : XXXX. Contacted XXXX : I filed a lost package report with XXXX, who verified that the delivery address was incorrect. 
XXXX. Opened Multiple Support Tickets with XXXX : I repeatedly attempted to resolve this issue directly with XXXX through XXXX separate support tickets, none of which led to any meaningful resolution. I provided evidence of non-delivery and the billing discrepancy, but XXXX did not take corrective action. 
XXXX. Requested XXXX XXXX : I escalated the matter to XXXX fraud department, as the charges on my account are a result of unauthorized activity and XXXX mishandling of my order. Despite this, XXXX has continued to pursue collections for services I did not receive. 
XXXX. Placed a XXXX XXXX and Contacted Credit Bureaus : Due to unrelated instances of identity theft earlier this year, I had to place a XXXX XXXX on my account to prevent further unauthorized activity. Additionally, I have disputed this erroneous collection entry with the major credit bureaus, who advised me to seek assistance from the CFPB due to XXXX lack of responsiveness and failure to correct their error. 

Requested Resolution : I am requesting that the CFPB intervene to ensure that XXXX removes this erroneous and fraudulent collections entry from my credit report. This situation has caused undue harm to my creditworthiness, despite my extensive efforts to resolve the issue directly with XXXX. I have provided XXXX with evidence of their delivery mistake, yet they have refused to rectify their error and continue to report the unpaid balance as though it were valid. 

This collection entry is a direct result of XXXX failure to handle my case responsibly and accurately. I believe this constitutes deceptive and unfair business practices, as they are holding me financially responsible for a transaction that was not completed according to the agreed terms. Given my recent experiences with identity theft, this situation has exacerbated the damage to my credit through no fault of my own. I urge the CFPB to investigate XXXX handling of this case and take appropriate action to ensure that this erroneous entry is removed from my credit report. 

Thank you for your attention to this matter.

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