Consumer complaint received 2026-06-24 00:00:00
Product: Debt collection — Telecommunications debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Valor Intelligent Processing, LLC
State: TX

Complaint narrative:
I am filing a complaint regarding XXXX XXXX XXXXXXXX mishandling of my internet account, billing, equipment return, and collection reporting. In XXXX XXXX, I contacted XXXX XXXX XXXX because I was moving to a new residence and wanted to transfer my internet service. During that call, I was informed that XXXX XXXX XXXX XXXX was not available at my new address. Because service was unavailable, I specifically instructed the representative to cancel my account effective the date of my move. The representative confirmed the cancellation. Months later, I discovered that XXXX XXXX XXXX had continued billing me for service even though I had moved, could not receive service at the new address, and had requested cancellation. When I contacted XXXX XXXX XXXX I was told they could not locate the original call where the cancellation was requested. As a result, I was charged several months of service that should never have been billed. After repeated attempts to resolve the issue, I ultimately paid the balance that XXXX XXXX XXXX represented as owed. I also returned the equipment through XXXX XXXX XXXX authorized XXXX return process on XXXX XXXX XXXX I possess the official XXXX XXXX XXXX Equipment Return Receipt showing the return date, return reference number, and device serial number. Following the return, XXXX XXXX XXXX opened an escalation ticket and advised me that the equipment charges would be removed. However, I later learned that a collection account had been reported. When I contacted the collection agency, I was informed that the collection balance was not related to equipment but was allegedly for service charges. I then contacted XXXX XXXX XXXX again to resolve the matter. XXXX XXXX XXXX representatives were unable to locate the account number associated with the charges, despite the fact that I previously paid money toward the account and XXXX XXXX XXXX had previously discussed the dispute and equipment return with me. I am now in the impossible position of having a collection account reported against me for an account that XXXX XXXX XXXX claims it can not locate. I am requesting that XXXX XXXX XXXX : 1. Conduct a full investigation of the account history and cancellation request. 2. Provide copies of all billing records supporting the alleged balance. 3. Remove all charges incurred after my cancellation request. 4. Confirm receipt of the returned equipment and remove any related charges. 5. Remove any inaccurate collection reporting from all credit bureaus. 6. Refund any amounts collected that were improperly charged. 7. Provide a written explanation of how a collection account can be reported for an account that XXXX XXXX XXXX is unable to locate in its own records. I am attaching my XXXX XXXX XXXX Equipment Return Receipt as supporting documentation.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation