Consumer complaint received 2025-10-17 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: MRS BPO, LLC
State: CA

Complaint narrative:
Please be advised that I dispute owing the outstanding XXXX bill. 

In or about late XX/XX/year>, my daughter, went into the XXXX store to inquire about an XXXX watch. The XXXX salesperson presented her with their current promotional offer, which was the monthly cost for the watch was $ XXXX and {$7.00} for the service. My daughter called me on the phone, and I agreed to the terms. I even asked my daughter to inquire about how I could upgrade my XXXX watch. The salesperson told us that I could get the watch with no monthly payment as a trade-in and would only have to pay $ XXXX for the service. 

While my daughter was waiting on the set up of the XXXX watch line, the salesperson began telling her how we should consider transferring to a business account because I had XXXX lines and would get better pricing and more benefits. My daughter told the salesperson that she would tell me about it. 

On XX/XX/year>, my daughter went back to the XXXX store to trade-in my old XXXX watch XXXX The same salesperson assisted her and told my daughter that the promotion was still available under the terms discussed. The salesperson also asked if we had decided to switch to a business account. My daughter called me and the salesperson explained more about the differences between the consumer and business accounts. After hearing the benefits, I agreed that the business account appeared to be more beneficial. 

Upon providing my business documentation, the consumer account was transferred to the XXXX account on XX/XX/XXXX. However, the salesperson failed to inform me that he didn't switch over my daughter 's watch line to the business account with the other lines. This is where all the problems with the accounts began. By not transferring the watch with the other lines, the charges for the watch line nearly doubled as a stand-alone line. Below explains how I later learned the likely reason the watch line was not transferred to the business account with the other lines. 

Many attempts were made to reach XXXX to resolve the matter. My calls would automatically be routed to XXXX 's business department, and they were on a different system and different access and business hours than the consumer account department. XXXX continued to bounce me around between the consumer and business representatives. When I was finally transferred to a department for assistance, I would speak to their respective customer service, then supervisors, then requests for call backs -- that usually were not fulfilled, and then tech support. Ultimately, I spent numerous hours on the phone with XXXX representative and their tech support ; they were unable to resolve the problem they had caused. The technical support representative told me it was nearly impossible to transfer the watch. 

Also, back on XX/XX/year>, while at the store, the sales rep told my daughter that he added a new line of service for my watch trade-in. My daughter even selected the watch I wanted, but the sales representative said they were out of it at the store, but he processed it to be mailed. That watch has never been received, and, apparently, the new line of service was never added to my account. 

XXXX representatives erred and failed to transfer the watch line with the other lines when the personal account was switched to a business account. This matter has caused promotions to be affected and led to inaccurate and excessive billing. My business account that has the XXXX lines is current and in good standing ; in fact, XXXX had to credit my business account over {$800.00} due to the promotional credits affected and issues they caused with errors with the transfer of the personal account to the business account. 

Despite my numerous attempts and the time spent in efforts to resolve this matter, XXXX has been unable to rectify their error and continued overcharging for the line. All my communications with XXXX should be able reviewed by their to Therefore, I am not responsible for their errors and technical inabilities. 

PLEASE NOTE : I intend to file a complaint against XXXX with the XXXX XXXX XXXX. Due to the XXXX XXXX, they are not accepting new applications at this time.

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