Consumer complaint received 2025-03-18 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Electronic communications — Frequent or repeated messages
Company: MRS BPO, LLC
State: WV

Complaint narrative:
I have had issues with XXXX XXXX beyond measure. It all started when I returned a phone that I had owned for about a year with them. At one point, I had two phones and decided I no longer needed the second one. I had one phone on a family plan and the other on my own separate account. I returned the phone associated with my own account ( not the family account ) and called from that phone to cancel the account. Because I called from that phone, I was not required to verify my account.

When I initially set up the phone on my own account, the employee assisting me was not very helpful and did not set up my account properly. As a result, I was never able to log in, and I never had a PIN set up. However, I had automatic payments enabled and never missed a payment. Over the past four years, I have been focused on building my credit, increasing my score by nearly 100 points, and now maintaining around a 750, depending on which credit bureau you check. 

When I called to cancel the account, I made sure that everything was paid and that I was in good standing. XXXX informed me that I simply needed to return the phone using the box they provided, following the return instructions. I took the phonestill in perfect condition, with its case and screen protector intactto the post office and returned it. 

Later, I called XXXX from my current phone, which is on my familys plan, and received confirmation multiple times that they had received my returned phone. Initially, they stated that a temporary charge would be placed on my account until the phone was received, at which point the charge would be removed. However, even after receiving confirmation that XXXX had received the phone, I continued to receive email bills stating that I owed over {$1000.00} for the device. 

I spent at least XXXX hours dealing with customer service, enduring false promises from representatives who had no accountability. Every time I called, I had to re-explain my situation, and I could never reach a manager. Every time I scheduled a call with management, they never followed through. One day, I called XXXX main customer service line as well as their corporate number, scheduling two separate callbacks with managementneither of which were returned. This happened repeatedly. 

I asked for email support or any means of escalation that could help resolve my issue, but I could not reach anyone with the authority to fix the problem. I then reached out to their social media teams on XXXX, XXXX, and XXXX, explaining my situation. 

Whenever I called XXXX from my phone on my familys plan regarding my canceled account, I was only given minimal details because I did not have a PIN for that account. This meant I also couldnt log in to access customer support online beyond a certain level. Even after explaining this, XXXX management would ignore the issue and instead send me a link to log in, preventing further engagement. It was a self-defeating cycle. I even attempted their online chat service, but after a few hours, a new agent would take over, reread the chat log, and ultimately fail to resolve anything. I had to explain my situation to at least 20 different representatives. It was exhausting and time-consuming. 

Despite following every instruction they gave me, XXXX continued to harass me with emails and charges. At one point, I was told over the phone that I needed to visit a XXXX store in person. However, after going to a store, they informed me that I actually needed to visit a corporate store. Once again, I had been misled. When I finally went to a corporate store, they attempted to verify my identity on behalf of my canceled account so we could finally resolve the issue. The store representative called XXXX corporate support line to confirm my identity and was told my case would be escalated to management for resolution. 

A few days later, I believed everything had finally been settled. Instead, XXXX withdrew the money directly from my bank account. At that point, I contacted my bank ( XXXX ) and disputed the charge, explaining my situation. 

Now, I have received notice that I owe XXXX {$84.00} for the final months bill on that canceled phone, which was from either XXXX or XXXX of 2024 ( I cant remember the exact month ). When I previously called, I was assured that this final bill would be deducted automatically, just like my past payments, and that everything was settled. Not only do I not trust paying them due to their history of false promises, but I also dont believe I even owe this amount. It feels like they are falsely charging me. Additionally, I have no way to pay it since I no longer have access to the account. 

This past week, I called the number listed on the letter XXXX sent me regarding the billtwiceand both times, their automated system disconnected me before I could reach a representative. The AI phone system kept hanging up on me. The only other payment options listed on the letter were to visit a XXXX XXXX XXXX or make a cash payment at a XXXX or XXXX XXXX location. However, given XXXX negligence and mishandling of my case, I do not feel comfortable making a cash payment. 

I believe XXXX has severely wronged me. I have done everything in my power as a customer to resolve this, and they have failed me at every turn. Today, at XXXXXXXX XXXX XXXXXXXX XXXX, I received the following text message : " XXXX, you are delinquent with your XXXX payment. Your account has been placed with MRS BPO, a collection agency. Click here to pay your bill today : [ link ]. Reply STOP to opt out. To see important rights and information, click [ link ]. '' A month or two ago, I also received a similar text from a different debt collector. I think I deleted the message at the time, assuming it was spam. 

I am unsure of what to do now. I feel completely wronged in this situation and do not want this to negatively impact my credit, as I have done everything right and have followed every step they provided. 

Thank you. This was difficult to piece together since so much time has passed since the initial cancellation, but if you have any questions, I would be happy to clarify.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief