Consumer complaint received 2025-03-07 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Valor Intelligent Processing, LLC
State: CO

Complaint narrative:
I had XXXX XXXX service from XXXX until XX/XX/year>. I had begun service with them in XXXX, however, I constantly had problems with the internet. It would stop working constantly and it was never improved after much troubleshooting. On XXXX XXXX I requested a service call from XXXX through the XXXX app. I received a call from them at XXXX XXXX- I spoke with a representative for 12 minutes. During this call, I explained to the female representative that I had been having an extremely terrible experience with XXXX XXXX, and that I wanted to cancel my internet service with them, and have this service finish at the end of the following month, XX/XX/year>. She told me that she would cancel my service, effectively terminated on XX/XX/year>. Additionally, she told me that since I had been having such unsatisfactory experiences with my internet services that she would waive the contract cancellation fee. This call began with a recording that informed me the following conversation would be recorded, so this entire conversation should be on record. Well -then XXXX tried to charge me in XXXX for further service- I called them and explained what I had previously talked to a representative about, and they told me that they would not cancel my service and that I had an additional contract cancellation fee that would be charged to me. I spoke to this representative for over an hour and requested that he connect me with a manager -to which he told me there was no manager available and he had no idea when a manager would be available, and that it would be impossible to arrange a call back from a manager- essentially telling me to wait indefinitely on hold for a manager that he had no idea if one would ever be available, or basically hang up. This representative confirmed that he did have notes in the system from my call on XXXX but refused to provide the recording of the phone call, or acknowledge what that initial representative promised regarding waiving the cancellation fee due to poor service. Due to this terrible service from the second representative, lying and refusing to provide access to a manager to resolve the issue and honor what the initial representative had told me, I removed my payment information from their portal, and am in the process of disputing the final XXXX charge from them with my bank. They have reported me to a collections agency claiming that I still owe them the contract cancellation fee - this is absolutely unjust as a representative from their company confirmed with me on XX/XX/XXXX that this would be waived. This is discriminatory practices and needs to be dealt with - I was advised to put in this report based on this experience, please provide guidance for next steps to get the charges removed. XXXX has sent this false debt to Valor Intelligent Processing for collections.

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