Consumer complaint received 2018-09-21 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: North Shore Agency, LLC
State: RI

Complaint narrative:
I cancelled my internet services with XXXX on XX/XX/2018. I was told I can have services until XX/XX/XXXX for the monthly charge. I paid the {$50.00} charge for the month of XX/XX/XXXX ( although I'm confused why it doesn't go through the end of the month ) and I returned the internet box to the company after XX/XX/XXXX. In XX/XX/XXXX, their automatic payment system charged my credit card for the month of XX/XX/XXXX. I called the company and they told me they would give me a refund. But it would be mailed. I had already moved and needed the address changed. They told me they could not refund me until I called the finance department and changed my address. I was told by three different representatives that they could not change my address, only the finance department could. 

I attempted to call the finance department and every time would receive an automated message that said " our system is currently down. please try again later '' I attempted to call everyday for 2 weeks. Each time I received the message from the finance department, I would call customer service and would tell me that the system is down and it will be fixed in 24 hours. After two weeks of trying, I contacted my credit card company and told them I had the email confirming my services were cancelled prior to be charged again. The credit company apparantly took back the money back from XXXX. XXXX then sent me daily emails and texts, and mail asking for the money. I called the finance department and couldn't get through. I tried to contact them for an entire week and was finally able to talk to someone. That finance representative told me the system made a mistake and he would fix it and that I did not owe money and there wasn't anything else that needed to be done. A week after, I recieved an automated phone call from the company asking for the money every hour. I called customer service, which was once again impossible to reach. I spoke to the person for 2 hours and they finally told me they fixed it. They said the next billing cycle would read {$0.00}. In XX/XX/XXXX, I received another bill in the mail for {$50.00}. I called XXXX again. I could not get a hold of anyone after being placed on hold for an hour. I reached out through their chat ( there is NO WAY to email them ). Through chat, the representative apologized and said the finance department was working on it and would fix it within 24 hours. Today I received a letter from a collections agency asking for {$50.00} from XXXX. I waited on the phone and spoke with customer service again for over two hours. I asked to speak to a supervisor and they put me on hold for 20 minutes and kept telling me the supervisor was finishing a phone call. Then they told me that nothing was fixed before and they didn't know why I was told that. But they said they could read the notes placed by each customer service rep and the finance department. I was once again told the problem would be fixed and I started crying because it was the same words I kept hearing. I don't know what to do. Whenever I call, they tell me I don't owe money and that they are sorry and they will fix it. I have no proof of the conversations because XXXX refuses to offer email as a communication. But I do know the company has recorded all of my conversations with them. I have had two representatives hang up on me. I have give over 15 hours of my time, while in medical school, trying to fix this issues. I have been lied to by the company on several occassions. And I have been harassed by XXXX for money I do not owe them. They charged me for services I did not receive. I feel helpless. I have always paid my bills on time and they are attempting to hurt my credit score when I did nothing wrong. They do not make it easy to contact them but they harass me continuously with automated messages. I do not appreciate being lied to and I can not believe that I have been trying to fix this issue with them for 3 months now. Please let me know what I can do. I can not stay on the phone for hours everyday trying to talk to representatives who tell me the problem has been resolved when it has not been.

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