Consumer complaint received 2025-08-28 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Maury Cobb, Attorney at Law, LLC
State: CA

Complaint narrative:
In XX/XX/year>2025, I contacted XXXX to understand why I was being charged over {$700.00}. Prior to that, I had reached out several times without any resolution. The issue began when I attempted to transfer my account from personal to business. This was my first time doing such a transfer, and I did not know that I was supposed to receive a separate letter or be responsible for charges I didnt agree to. 

The XXXX  store associates also seemed unsure how to process the personal-to-business transfer. I was in the store for two days straight, waiting until closing both days, just to complete the setup. I dont want to blame the employees, but their lack of experience in handling my case properly clearly contributed to the confusion and mismanagement of my account. 

No one from XXXX explained the full consequences of the transfer or the responsibility I would be left with. I was not informed that I would be billed personally for that period. I only learned about the {$700.00} debt when it was too late, and by then, it had already impacted my credit. 

When I contacted XXXX again on XX/XX/scrub> 2025, they concluded that I was at fault and did not offer any help or solutions. They didnt advise me to submit a hardship letter, they simply told me the balance was mine to pay. But at the time, I had just launched my business, had no job, and was already facing severe financial hardship. I do not make enough income to even cover my rent or bills. 

Despite that, I took initiative and submitted a hardship letter anyway on XX/XX/year>2025XXXX XXXX-XXXX never responded to it. Instead, the balance was sent to collections. On XX/XX/scrub>, 2025, I sent a second formal hardship dispute letter to XXXX asking for the charges to be waived based on everything that had happened, but again I received no formal acknowledgment or help. 

Im now requesting that this {$700.00} balance be formally reviewed, waived, and removed from collections. This situation has deeply affected my financial standing and my ability to grow my new business. I believe the way this was handled, including the poor in-store experience, lack of clarity, and XXXX failure to respond to my letters, should be investigated. I have documentation to support all of this. 


A copy of the most recent letter i sent below to XXXX.To Whom It May Concern, My name is XXXX XXXX XXXX a XXXX  woman and small XXXX XXXX who recently transitioned her personal XXXX account into a business account under the belief that the process was straightforward and transparent. I am writing this letter to formally request a compassionate review of the {$700.00} charge that has recently been forwarded to a debt collector under account # XXXX. 


The charge appears to stem from a misunderstanding or miscommunication during the equipment transfer process when my personal account was converted to a business account. I was under the impression, as explained to me at the XXXX store, that my billing would remain nearly the same and that the same device I already owned would be carried over to my business account. At no point was it clearly communicated to me that I would need to sign additional paperwork or that failure to do so would result in a debt being reported. 


To my understanding, the same phone I used under my personal plan was not replaced or upgraded, but simply continued under the business line. I did not receive a new device, nor was I asked at the time in-store to complete any paperwork beyond the normal account transition. If XXXX policy required that I sign a separate form via email for equipment transfer, that should have been explained clearly and handled more directly in-store, especially for customers who are new to business phone accounts. Instead, this process created confusion and resulted in severe financial and credit consequences. 


I have made every effort to remain a responsible XXXXXXXX  customer. I continued making regular payments after the transfer and believed my account was in good standing. It came as a shock to receive a call from a debt collector about a balance I did not even realize was outstanding, all due to a missed administrative step and a failure in XXXX  internal processes. 


As someone who is currently unemployed, struggling to pay rent, and attempting to grow a small business from the ground up, this unexpected charge and debt collection notice have placed an enormous emotional and financial burden on me. I am doing everything I can to remain afloat during extremely difficult circumstances. 


I urge XXXX to show grace and compassion in this matter. Mistakes happen, on both sides, but it is unfair for a customer to be penalized {$700.00} for what is clearly a procedural miscommunication. This was my first experience transitioning to a business phone account, and even the employee assisting me at the time admitted it was their first time handling such a transition. That speaks to the larger structural issue within XXXX training and system. 


Today, receiving a call from a debt collector while managing extreme financial strain has added mental and emotional stress that no customer should endure, especially one who has tried to follow the rules and stay current with payments. This level of pressure can weigh someone down significantly and have long-lasting consequences. 


I am respectfully asking thaXXXX XXXXXXXX  review this matter with grace. I am not asking out of negligence or refusal to take responsibility, I am asking for understanding. I ask that the charge be forgiven and the negative impact on my credit be reversed, given the misunderstanding, my documented financial hardship, and the lack of clarity during the transition process. If needed, I am willing to submit proof of hardship or documentation of my current financial position. 


Thank you for considering this request with the human lens it deserves. We need more compassion in how businesses, especially large corporations, engage with small business owners trying to move forward in life and business. 

Sincerely, XXXX XXXX XXXX : XXXX Phone : ( XXXX ) XXXX

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