Consumer complaint received 2022-07-20 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem — Investigation took more than 30 days
Company: Kinum, Inc., Indianapolis, IN Branch
State: DE

Complaint narrative:
Renting from XXXX XXXX XXXX  is my deepest regret on earth and I pray that no customer goes through what I am going through. 
My story : I rented a trumpet from XXXX XXXX XXXX because my son played in the band at school. 3 days after I rented the instrument, my son took it to school and I got a little note from the music teacher that the instrument is defective and doesnt work, there is a part missing, I took it to the XXXX XXXX XXXX XXXX where I rented this equipment ( XXXX XXXX XXXX ) the manager looked at it and apologized. He stated that he was unable to exchange it because they didnt have anymore, however, he can easily order the part and it will arrive at the store within 5 days and that he will give me a call back as soon as it arrives. I agreed and left with the instrument. A week went by and two weeks came, there was still no call, I called back on the third week, manager stated that he tracked the part and it will arrive in two days. Another week went by and there was no call. At this time, its been a month since I rented the instrument and my son havent been able to use it and my card was being charged. I drove up to the store again to return it and the manager refused to take the instrument, ( please check the cameras in the store to confirm my story ) he stated the part he ordered is still in transit so I should hold on to the trumpet. Weeks went by, I drove to the store again and I was told the manager wasnt available and the guy said he was new and that I should come back in XXXX days, the manager will be at work by XXXX. I requested for the manager to call me. No call. 
XXXX hit and things got busy at the XXXX XXXX XXXX XXXX kids were home and XXXX  was on lockdown, I got a call from XXXX XXXX XXXX  that I owe about {$500.00} for the instrument, I explained everything to customers service, called the store and there was a new manager, she asked me to bring the instrument in, I took it to her around XX/XX/2021, she looked at it and confirmed it was broken and she stated that the broken part cant be ordered because the trumpet is defective. She apologized, took the instrument, gave me a receipt, emailed customer service to explain the situation and told me that my account should be closed and my balance will be XXXX now. She apologized again. This was XX/XX/2021. 
One month later, I got a very rude call from a collection agency called kinum. They stated that I owe XXXX XXXX XXXX  {$590.00}. I told them that the account is closed and he responded that I still have to pay that amount. Next day, I called the store manager and she stated that she is sending a new email to customer service again about my situation. 
Kinum collection didnt stop destroying my credit. Now the store XXXX said there isnt much she can do as she has sent everything to customer service. I called customer service and they said they have sent a lot of emails to kinum collection to close the account so there is nothing they can do. I call kinum and they also say that they havent received anything from XXXX XXXX XXXX. Its been a year and I have been calling almost everyday to get this off my credit. This agency has a very high impact on my credit and I cant get approved for anything. I have been calling back and forth between the XXXX store, customer service and kinum for a year now. This has a big impact on my XXXX XXXX, my XXXX XXXX is off the roof from dealing with this kind of XXXX. My XXXX is at its highest and I have all my XXXX XXXX  to prove it. This is a violation of my right and no one deserves this. I must say that your customer service is very rude, they yell at me and even laugh at me. Maybe its because I am an XXXX and have an accent. I asked for the cooperate number and customer service lady called XXXX stated you do not have a cooperate office, I asked for a supervisor and the said no. Collection agency said they have sent several emails to your company to certify the information but not a single reply so they will keep reporting it on my credit till the balance on the account is closed. 
I am getting XXXX. I am tired, I am being humiliated and mocked by your company. My son never used the instrument because it was defective, I have returned it and the credit agency kinum guys are still destroying my credit This is unfair, this is inhumane, this is bullying and your customers dont deserve that.

Company response to consumer: Closed with explanation