Consumer complaint received 2025-04-09 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt was paid
Company: I.C. System, Inc.
State: MD

Complaint narrative:
Summary of Events : We enrolled our two dogsXXXX XXXX XXXX XXXX  in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Tragically, both pets XXXX XXXX within three months of enrollment. Immediately after their passing, we made multiple attempts to notify XXXX. We emailed the company when we noticed our account was no longer accessible, and we visited the XXXX XXXX XXXXXXXX location in person to explain the situation. At that visit, we were told everything was taken care of and no further action was required on our part. 

Months later, without any prior communication, we received notice that the account had been sent to collections. We were never informed of a balance due, never contacted via email, phone, or mail, and we were not given any opportunity to resolve the situation directly with XXXX. All our good-faith efforts to communicate and rectify this were ignored. This has led us to file this formal complaint with the Consumer Financial Protection Bureau ( CFPB ), as we believe XXXX actions were unjust, predatory, and done in bad faith. 

Full Response to XXXX : Thank you for your response, but it does not accurately reflect the facts of our situationor the level of care and concern we would expect from a company weve trusted for over a decade. 

To clarify : 1XXXX XXXX XXXX XXXX XXXXoth passed away within XXXX months of starting the plans. After their deaths, we made every effort to inform XXXX. We emailed to report issues with accessing the account, and we visited the XXXX location in person to explain what happened. We were told by your staff that everything had been handled and that we were good to go. 
2. We did not receive a full year of services as claimed. The value XXXX references is misleading given the short amount of time the pets were alive. It is simply inaccurate to say we received services worth XXXX XXXX XXXX per pet. 
3. There was XXXX communication to us about an outstanding balance or that wed be sent to collections. Had we received proper notice, we would have addressed it immediately. Instead, XXXX escalated the situation without warning, which is unacceptable under these circumstances. 
4. We made multiple attempts to resolve this reasonably. We called, emailed, and even went in person. Instead of working with us to fix something that was clearly not our fault, XXXX has taken a rigid stance and allowed the situation to escalate unnecessarily. 

This entire experience has been deeply upsetting, especially as we were grieving the loss of two pets. Whats worse is knowing this issue could have been avoided had XXXX chosen to be reasonable and understanding. We are loyal customers of over 10 years, and we expected betterespecially during such a difficult time. 

We are once again asking XXXX to do the right thing : reverse the collections action and work with us to resolve this matter fairly. This situation was not caused by negligence on our part, and weve done more than our share to try and resolve it with dignity and respect. 

Our family and friendsmany of whom became XXXX clients because of our referralshave already started cancelling and choosing not to renew their contracts because of how this situation was handled. They will not support a company that treats loyal, long-time clients this way, especially during a time of loss.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation