Consumer complaint received 2026-06-16 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: SUNRISE CREDIT SERVICES, INC
State: WA

Complaint narrative:
Hello, I am filing this complaint against XXXX and their debt collection agency, Sunrise Credit Services , for fraudulent billing, deceptive business practices, and wrongful debt collection. BACKGROUND Prior to canceling my XXXX account, I experienced repeated unauthorized charges. At XXXXXXXX XXXX recommendation, I upgraded to new equipment and was told my original account would be canceled. XXXX never canceled the original account and continued billing me for both accounts simultaneously, despite the original equipment being inactive and in their possession. After many hours of calling and being given assurances that the account was cancelled I would continuously find that it had not been canceled. Each time, a representative would tell me that they would give me a call back which I would never receive. Eventually I was able to get this old account canceled but then I was double and triple charged for monthly service on the new account on multiple occasions. I was also repeatedly told that a store visit was required to confirm equipment return, while store staff told me an emailed confirmation code was sufficient. The contact information XXXX provided for their store was incorrect, and no one responded to calls, emails, or texts sent to the agents I was given. On XX/XX/year>, I formally requested cancellation of my account. Despite this, XXXX continued sending bills for charges I did not owe. Each time I called to dispute the charges, I waited on hold for hours only to be told the problem was resolved. Within days a new bill for the same fraudulent charges would arrive. This cycle repeated for several months. I have confirmation codes documenting that my equipment was returned. I have recorded phone calls in which XXXX representatives confirm the disputed fees were cancelled and the equipment return was on file. WRONGFUL DEBT COLLECTION Approximately 7 months after the billing disputes appeared to stop, I received a text message from Sunrise Credit Services claiming I owe {$30.00} to XXXX . Prior to this text I received no written notice, no phone calls, and no emails from either XXXX or Sunrise Credit Services . XXXX contacted a debt collector without any direct communication to me first. The {$30.00} Sunrise is attempting to collect relates to the same charges XXXX 's own representatives confirmed were cancelled. I have provided Sunrise with recorded calls documenting this. Sunrise has told me they have contacted XXXX for verification and that a response may take up to 30 days, but they have refused to provide any documentation of when or how they contacted XXXX, citing internal systems. VIOLATIONS I BELIEVE HAVE OCCURRED - XXXX engaged in a pattern of deceptive billing, including charging for two accounts simultaneously after promising to cancel one - In one instance a representative on XXXX XXXX app begged me repeatedly over text message to give him a good review - XXXX has no reliable way to contact them directly, and at the time required speaking to their AI assistant which would attempt to cycle you back to the beginning of their directory - XXXX falsely claimed equipment was not returned despite my having confirmation codes- XXXX referred a cancelled, disputed debt to a collection agency without any direct notice to me - Sunrise Credit Services initiated collection activity without providing written notice as required under FDCPA - Sunrise Credit Services has failed to provide adequate debt verification upon request - Sunrise Credit Services is attempting to collect a debt that XXXXXXXX XXXX own representatives confirmed was cancelled I am prepared to provide recorded phone calls, confirmation codes, billing records, and written correspondence to support this complaint. Please note, some of these documents showing the conduct of their representatives over help-chat will require cooperation from XXXX because they exist within the app and I can not access these records without an account logged into the app. The phone call recordings are larger than XXXX XXXX and will not be able to be uploaded here due to file size restrictions. Thank you very much for your time.

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