Consumer complaint received 2024-07-12 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt was result of identity theft
Company: Diversified Adjustment Service, Inc.
State: SC

Complaint narrative:
On XX/XX/2024, I discovered that a fraudulent account had been created in my name with XXXX. This discovery initiated a series of frustrating interactions with both XXXX and Diversified Adjustment Services. Despite numerous attempts to resolve the issue, I have not received adequate support or resolution from either company. 

Upon discovering the fraudulent account, I filed an FTC report, a police report, and placed credit freezes with all three major credit bureaus. I reviewed my credit reports and confirmed that there were no legitimate XXXX accounts or related entries in my credit history. I also consulted with an attorney to understand my legal rights and options for addressing the fraudulent account and the inadequate response from XXXX and Diversified Adjustment. 

On XX/XX/2024, at XXXX XXXX, I contacted XXXX regarding the fraudulent account. I was assured that the fraud department would reach out to me within XXXX hours. However, no one from XXXX contacted me within the promised timeframe. 

On XX/XX/2024, at XXXX XXXX, I spoke to XXXX XXXX from XXXX, who was unable to provide any information about the account. Later that day, at XXXX XXXX, I spoke to XXXX, who promised to escalate the fraud situation and assured me that the fraud department would contact me within XXXX hours. Again, I received no follow-up. XXXX advised me to visit a XXXX store in person for account information. 

At XXXXXXXX XXXX on XX/XX/2024, I visited the XXXX store located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. A representative there requested to scan my ID for access to the fraudulent account. I declined, feeling unsafe. She mentioned that if I waited until noon, the manager could grant access without scanning my ID. 

At XXXXXXXX XXXX, I spoke to the store manager, XXXX XXXX XXXX. She was unable to access any information on the account and offered to send an email to authenticate the account, but the email displayed was XXXX, which is not my email. 

Later that day, at XXXXXXXX XXXX, I spoke to XXXX for a follow-up. He stated he would escalate the incident report and authorize my father to speak on my behalf if I was unavailable. XXXX was unable to provide any information regarding the account. 

On XX/XX/2024, at XXXXXXXX XXXX, I spoke to XXXX again. He was still unable to provide information and promised that XXXX would send a document within 24 hours acknowledging an investigation into the fraud. He also mentioned coordinating with Diversified Adjustment to suspend the collection date of XX/XX/2024. This never happened. He provided the phone number ( XXXX ) XXXX to contact fraud. 

On XX/XX/2024, at XXXX XXXX, I contacted the provided phone number and got no response. It did not appear to be a T-Mobile number. 

At XXXXXXXX XXXX on XX/XX/2024, I called XXXX requesting to be transferred to the fraud department and for her to stay on the line until it was complete. She put me on hold, and within a minute, I was connected to another XXXX representative who was just another customer service agent and unable to provide any information. 

A few minutes later, I spoke to another XXXX representative who stated they couldn't escalate the situation with fraud for 11 business days. They mentioned that XX/XX/2024, would be the XXXX business day since XX/XX/2024, and that I could call and escalate then. This felt like another delay tactic. XXXX 's continuous delays and lack of response are causing me to grow increasingly concerned that the fraud department will never reach out to resolve this fraudulent account issue. 

Starting on XX/XX/2024, at XXXX XXXX, I began receiving calls from Diversified Adjustment with a voicemail from XXXX XXXX asking me to contact them at XXXX. This call was repeated on multiple occasions : XX/XX/2024, at XXXX XXXX XX/XX/2024, at XXXX XXXX XX/XX/2024, at XXXX XXXX and XXXX XXXX XX/XX/2024, at XXXXXXXX XXXX  XX/XX/2024, at XXXXXXXX XXXX  XX/XX/2024, at XXXX XXXX Believing these calls were scams, I did not answer. However, around XX/XX/2024, my father received a call from them asking for me, which raised our concerns. I found an email from Diversified Adjustment collecting on behalf of XXXX with address " XXXX XXXX XXXX XXXX XXXX XXXX '' attached to which I have never had any association with. My father called XXXX on my behalf and discovered that someone had created a TXXXX account under my name. 

On XX/XX/2024, at XXXXXXXX XXXX, I spoke to XXXX at Diversified Adjustment. She asked if my address was XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX, which is incorrect. I refused to provide information. She then asked if the last XXXX digits of my SSN were ****. I reported the fraud and asked how to submit a report. She directed me to XXXX, which redirected me to XXXX 's website start-up page. When I asked more questions, she became impatient and hung up. 

On XX/XX/2024, at XXXX AM, I spoke to XXXX at Diversified Adjustment. I requested an email address to send my dispute to. She asked if my address was *** Trade**** **** and to provide the city, state, and zip code. I refused to provide information. She said, " If I do not verify who you are, I need to hang up right now, '' and then she hung up. 

As of XX/XX/2024, I have still not heard anything from XXXX. Additionally, I have yet to receive any response from Diversified Adjustment after sending them a dispute letter. I am extremely frustrated with the lack of support and transparency from both companies. My identity has been compromised, and despite numerous attempts to resolve the issue, I have received no adequate assistance. This situation has caused me significant inconvenience and stress on the fact that the collection agency is investigating and has contacted family members, on a matter that is fraudulent, and that XXXX has shown no urgency or willingness to genuinely assist in this matter. 

I am seeking immediate action from both XXXX and Diversified Adjustment to resolve this fraudulent account issue and to ensure that no further collection actions are taken. I also request a formal acknowledgment of the investigation and steps being taken to rectify this situation.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation