Consumer complaint received 2018-02-06 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: ERC
State: CA

Complaint narrative:
XX/XX/2017 I transferred my personal account into a business account with XXXX. 

Unbeknownst to me with in-store agent did not transfer my devices from the personal account to the business account. A few months later I received a call from enhanced recovery. After speaking with the agent I figured out that this was a XXXX account/error. 

I contacted XXXX letting them know that this was of no wrongdoing of mine and that this was a in-store agents mistake. They apologized and sent in a request to verify the mistake. I was told that I would be contacted within seven business days and was the first time. The agent told me that they still have no updates for me and that they would reach out to me again when there was an update. 

Since then I have spoken with 13 different agents, four of them being managers all of which have not been able to handle getting my devices put onto my new business account. 

I have kept a detailed log of all the agents I spoke with and on what dates along with their employee ID numbers. This has been going on now for almost 4 months where I have been calling trying to get the situation resolved. 

I was told by one of the agents that their personal accounts department do not communicate with their business accounts department. I let them know that this was unacceptable and that I just wanted the devices to be put on the account so I could continue paying for them. I have never missed a payment nor has my account ever been in delinquency. 

With me reaching out as much as I have it has now gotten to the point where I am being given the runaround and the exact thing that I was trying to avoid has happened. This now is on my credit and affecting my livelihood of being able to do business. Yes I still keep my current account paid up to date and I have not received a call back or any kind of help from any of the 13 XXXX agents. 

I've gone back to the location where this happened and the location manager apologized profusely and is trying to help me get this resolved. But she too is let me know that once this goes into corporate they really have no control over what happened. 

I've been a XXXX customer for over a decade, and this is very disappointing to discover that this is the way they treat loyal customers. 

I have not asked for anything, or any freebies. Just as that they've fixed what they messed up and get this taken off of my credit so that I can continue working. 
This has put a bit of a taint on my relationship with my banking institution and I am trying to rectify it on my end and find that XXXX is not being of any help! 

I even tweeted the XXXX founder and CEO and still have not received a reply nor any managerial agents reach out to me to help rectify the situation. 

I am in communication with the credit bureaus and they were the ones who referred me to this website. Hopefully this will shake them to wake up and take care of the situation. 

Sincerely, VERY unhappy customer! 

Below you will find a quick note version and straight to the point description of the situation. 


The devices were not transferred properly or at all to the new account. 
The creditor has recognize the internal error. 
The account is not in collections. 
The account is current and NOT in delinquency. 

Issue exist from transfer between personal and business account depts. 
Please verify all information and add proof.

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