Consumer complaint received 2025-09-02 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: I.C. System, Inc.
State: FL

Complaint narrative:
On or around last XXXX, I enrolled in XXXX internet service under their " XXXX XXXX '' program. The agreement, as offered to me as a student, was for six months of free service. The problems began immediately. 

In the first billing cycle, XXXX incorrectly charged me for the service that was supposed to be free. I spent time contacting customer support, and they acknowledged the error and reversed the charge. The very next month, the exact same error occurred. XXXX again incorrectly billed me for the service. I was forced to contact customer support once again to have the charge reversed and have credit added to my account. 

Due to XXXX 's repeated failure to honor the terms of the promotional agreement, I lost confidence in their service and made the decision to cancel my account. I was subsequently out of the country for a period of time. During my absence, XXXX sent an account to a collection agency, IC XXXX, for an unreturned equipment charge. Upon my return to the US, I immediately sent the equipment back to XXXX. The router was delivered to XXXX 's designated facility on XXXX via XXXX. The tracking number for this successful return is XXXX. The XXXX store also printed out a confirmation with the ID of the actual device as confirmed by XXXX. 

I have called them repeatedly in attempts to resolve this, and each conversation goes the same way. 1 ) I explain the situation, 2 ) They apologize and try to help, 3 ) they transfer me to another department, 4 ) i start all over, 5 ) that department tells me they cant help me, and they transfer me to a different department. This continues until eventually i get to 6 ) the collections agency ( IC XXXX  ) which tells me they have no power to update or delete my account, and that XXXX is the only one that can do that. IC can not transfer me to XXXX, so i have to hang up and go through all of that again. 

When i called XXXX today ( XX/XX/XXXX ), the XXXX rep was very sorry to hear about this and promised to resolve the issue, saying that the collections account will be deleted as soon as they get the router. I asked if they received it, and he put me on hold, and transferred me to the collections agency with no heads up. The lady there told me there was nothing they could do, and XXXX has not updated any records, despite XXXX confirming delivery a week ago. 

This debt is illegitimate for two primary reasons : 1 ) The entire account was predicated on a promotional agreement that XXXX repeatedly breached. XXXX ) The specific charge being collectedfor unreturned equipmentis invalid, as the equipment has been successfully returned and I have proof of delivery. 

This entire experience has been incredibly frustrating, difficult, and a giant waste of time. My credit score has tanked, which adds additional stress, and makes my getting an apartment or car near impossible now, despite all of the work i have put in to maintain a very high credit score. 

I also want to note that on my credit report, the debt very clearly comes up as under XXXX, yet when I call XXXX they repeatedly insist that the debt has been sent to a collections company called 'ic collections ', which I have not received any communications from. When they transfer me to IC XXXX, IC XXXX  tell me that XXXX is the only authority that can delete this debt, and that IC XXXX  is incapable of doing so. They also have no details about the actual debt, and, as of my call today XX/XX/XXXX, they have not been told that the equipment was received a week ago. 

I looked up my issue online and apparently XXXX is notorious for having abysmal customer service, especially when it comes to billing issues. This seems like a systemic issue, and I can only imagine how much misery has been caused by this, especially considering that most people do not have the time, energy, or awareness of how to dispute this. I sincerely hope that something is done about this, so that future customers do not have to suffer like i have.

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