Consumer complaint received 2024-04-23 00:00:00
Product: Debt collection — Telecommunications debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: The CMI Group, Inc.
State: AZ

Complaint narrative:
I received my XXXX bill and noticed a {$10.00} increase to {$100.00}. I called billing several times for an explanation and got nowhere. When I told them to transfer me to someone to cancel my service I was connected with a manager to handle it. I was told that he would give me a promotion rate of $ XXXX if I would reconsider and keep the service. I eventually agreed and was told it should show on my account in a day or two. 

After a few days, the only change on my online account was a return to {$93.00}. I then called customer service again. I spoke to multiple billing representatives, again. I was finally transferred to someone who would handle cancellations. I only responded to her with one phrase. Cancel my service! While assuring me that my account balance was {$45.00}, despite what it showed online, she eventually offered a free month for me to keep the service. I reluctantly, and regrettably, accepted. 

I questioned her repeatedly on how long it would take for the online balance to be updated and was told in an unconvincing mannerA day or two. 

I knew the account was set to renew on XX/XX/XXXX, and over the next few days, the balance was not updated. I called the automated number at least twice to confirm a {$0.00} balance and the system did in fact confirm a {$0.00} balance. As per my understanding, which was thoroughly discussed during the aforementioned calls, I was to receive a free month for the current billing cycle and when the new billing cycle began ( XX/XX/XXXX ) would be charged at a rate of $ XXXX. However, when I checked my account on XX/XX/XXXX I saw that not only was the {$0.00} balance not shown on the account online, but a {$10.00} late fee had been charged. Somehow they had no problem showing that in the online billing. XXXX to say the least. 

I immediately called the cancellation number again to complain. Amazingly, they attempted to justify the late fee since I hadnt made a payment for XXXX. I asked and was told that they showed a {$0.00} balance before the late fee was charged. I tried to question, logically, how could you charge a late fee if the account had a {$0.00} balance. While the apparent logic appeared to be beyond her capacity to grasp, she agreed to remove the {$10.00} late fee and restore the {$0.00} balance. 

I was told repeatedly that the next billing cycle would begin in XXXX at a rate of $ XXXX. However, when I received the XXXX statement it showed a bill of {$61.00}. I called, BEFORE THE DUE DATE, and arranged for the service to be canceled at the end of the current billing period. While the statement showed XX/XX/XXXX, the representative told me the date would be XX/XX/XXXX and the service would be disconnected on that date. STILL DURING THE CYCLE THAT INCLUDED THE FREE MONTH! 

Despite canceling the service with a {$0.00} balance, AND BEFORE A NEW SERVICE MONTH BEGAN, I then received a letter stating that I owed XXXX  over {$160.00} which had been forwarded to a collection service. I contend that they are a company built on manipulation and deceit, a company intentionally engaging in unethical business practices, AND THAT I OWE THEM NOTHING! 

After notifying the collection company regarding my dispute I have heard nothing from them, AND, am still receiving calls from them.

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