Consumer complaint received 2016-08-16 00:00:00
Product: Debt collection — Other (i.e. phone, health club, etc.)
Issue: False statements or representation — Attempted to collect wrong amount
Company: SUNRISE CREDIT SERVICES, INC
State: GA

Complaint narrative:
I opened a XXXX account for a home I purchased late XXXX, XXXX. At that time, XXXX XXXX had just been acquired by XXXX. I opened an internet provider account with XXXX. However, the equipment to self serve the internet connection did not show up. 

I called XXXX twice giving my address and name. I was told by XXXX that had no record of my order. I work out of my home and I travel internationally. I impressed upon XXXX that they had placed me in a terrible position as I needed my internet service to perform my job. 

Finally, I had to go to XXXX simply because they were the only alternative that serviced the area and who committed to providing me service within 48 hours. I had to take off work to meet with the XXXX rep. At that time, I received nothing from XXXX. And I moved in the following weekend. 

I left for XXXX XXXX immediately after moving in and still no package from ATT. 

Approximately 4 weeks later, XXXX sent a bill to my address but not in my name. I contacted ATT and explained that I had not received the package and that I had called ATT twice to find the order and then cancelled when they stated they could not find me in their records. 

Later in the call XXXX came back and said they show it shipped but after I had left on travel. I then started asking those who watched my home if they had seen a package. Eventually, the package was found in the garage with other items still unpacked from the move. However, it did not come until after I left for international travel and because XXXX said they could not find my order, I had no reason to believe I had their package. 

I spoke with XXXX and asked what the process was to return the package. They gave me instructions to return the package, the package for an order that that XXXX stated previously they had no record of. As was again on work international travel, I was delayed in getting the package back. 

However, I did return it and received a zero dollar balance on the statement. Later, on XXXX XXXX, I received a statement with late charge, not in my name but to may address for the delay in returning the package from the order XXXX never said they had. 

I explained to them it was their error. They explained they had a policy which I was obligated to follow, for an order they lost and then delivered late in someone else 's name. 

On XXXX XXXX, I explained to the representative that they should look at my other relationships with XXXX, $ XXXX {$500.00} a month in personal phone expenses, $ XXXX {$400.00} per month in work phone expenses and $ XXXX a month in XXXX expense. I also asked to speak to a manager. I was told if I did n't pay, they would put me in collections. 

So, on XXXX XXXX, XXXX, a collections company notified me that I was in collections. I immediately called them and explained that the circumstances. I offered receipts of the gear being returned and I asked the agency to keep a copy of the recording. They would not back down and became irate over {$30.00}. The agency is Sunrise Credit Services. XXXX, NY XXXX I carry an XXXX credit rating. I receive my FICO score every month from XXXX XXXX XXXX. 

This past month, I attempted to refinance my home loan. I was turned down due to a credit rating of XXXX.

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