Consumer complaint received 2025-09-27 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Credit Control, LLC
State: CA

Complaint narrative:
In the beginning of XX/XX/XXXX, I visited a XXXX retail location ( Store # XXXX ) with my father to establish a new account, transferring our service from XXXX. Initially, we attempted to set up the account under my fathers name, but his account only had {$800.00} in promotional credits, which was insufficient for both of us to trade in our devices. The following day, we returned and restarted the process under my name as the primary account holder, as I had {$2000.00} in available credits. These credits were sufficient to cover the trade-in of my XXXX XXXX for an XXXX XXXX and my fathers XXXX XXXX for an XXXX XXXX. 

The XXXX representative assisting us, XXXX, confirmed and provided documentation showing that there would be no out-of-pocket costs for the devices. The only reason we agreed to trade in our phones was because the transactions were fully covered by credits, and no balance was owed. I left the store early due to work obligations, but my father completed the account setup with the representative. At that time, we were assured the new account was properly established under my name with no outstanding charges. 

After receiving my new device, I registered for the XXXX XXXX app under my transferred phone number, as did my father. Since account access through XXXX is tied to ones phone number, I had no indication that the accounts were improperly set up. 

On XX/XX/XXXX, I unexpectedly received a bill from XXXX for {$1500.00}, showing past-due balances and installment charges for two devices. Upon investigation, I discovered that although the account was in my name, the associated phone numbers were random and unused. Meanwhile, my fathers and my actual phone numbers were placed on a separate account. In effect, the phones we traded in were charged against my account, while our actual numbers were tied to a different account. This is not what we authorized or agreed to when the account was created. 

When I contacted XXXX customer care, the issue was referred to the Fraud Department . I was advised to return to the store to resolve the matter. However, when I went back, the employees were unable to assist and redirected me back to customer care. Over the following weeks, I was repeatedly told by both store-level and customer care employees that the charges were invalid and needed to be corrected, but no resolution was ever implemented. 

On XX/XX/XXXX, I met with the store manager ( XXXX ) and district manager ( XXXX  XXXX ). Both confirmed that the charges were faulty and should not be my responsibility. They attempted to escalate the matter via customer care during that meeting, but were told an email that was sent to my dad needed a response. After reviewing my fathers email account with both managers present and them searching my dads email, no such email from XXXX could be located. I was advised to return in 710 days for updates. 

On XX/XX/XXXX, I returned to the store and was told the district manager would follow up later that day, but I never received a response. On XX/XX/XXXX, I called again and was told to contact customer care directly, and I was given the managers work phone number to provide updates. During a subsequent recorded call with customer care, a representative admitted the charges were invalid, confirmed that the phones were supposed to be free, and explicitly stated that the store must honor the correction. I can provide this recording if requested. 

Since then, I have repeatedly contacted the store, texted the original representative ( XXXX ), and emailed the district manager ( XXXX  XXXX at XXXX ) on XX/XX/XXXX and XX/XX/XXXX, without receiving any reply. Despite multiple acknowledgments by XXXX employees ( store-level managers, district manager, and customer care ) that the charges are invalid, my account has been closed and sent to collections. 

This situation has caused me significant stress, especially since I have since moved abroad and my device is now locked due to this unresolved error. I am seeking immediate correction of these unauthorized charges, removal of the account from collections, restoration of my device functionality, and written confirmation from XXXX that I do not owe the {$1500.00} balance.

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