Consumer complaint received 2026-01-16 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Universal Account Servicing, LLC
State: NY

Complaint narrative:
I am submitting this complaint regarding unlawful billing, servicing, and collection practices related to a financed consumer transaction involving Hotel Collection / XXXX and their billing and servicing partner, Universal Account Servicing LLC. 

The only agreement that has ever been produced to me is a loan agreement, which states that the financing applies solely to an oil subscription. However : I did not receive an oil shipment in XXXX At least XXXX shipment was never delivered The diffuser associated with the subscription is defective and non-functional Even if oil had been delivered, it could not be used I have repeatedly rejected all future shipments and instructed that any shipments sent will be refused and returned Despite this, I continue to be billed for goods not received and services not rendered. 

I first contacted the merchant in XXXX on XXXX separate occasions requesting assistance to troubleshoot the defective diffuser. I have emails documenting these outreach attempts. The merchant never responded. 

In XXXX, when the oil shipment was not delivered, I again contacted the merchant and received no response. At that point, I contacted Universal Account Servicing LLC. They advised that they were unable to close the account and claimed that only the merchant has authority to terminate it. I am not aware of any legal basis for that representation. 

I have therefore been attempting to resolve this matter since XXXX, and have been in an active dispute since XXXX. 

The merchant repeatedly claims that I am bound by a separate service contract with a XXXX cancellation restriction, yet they have failed to produce any such contract. The only document ever provided is a loan agreement, which contains no such cancellation limitation and does not obligate me to continue any subscription. 

Even though the diffuser has not been working, I continued making payments in good faith for the oil subscription when shipments were being delivered. To date, I have paid approximately {$1500.00}. 

In XXXX, I revoked authorization and removed my banking and billing information from the merchants portal. As a result, they are currently unable to bill me. However, despite having no lawful ability to debit my account, they continue to falsely represent the account as past due and use that designation as a coercive collection tactic while an active dispute is pending. 

Customer service is effectively non-existent. Calls are allegedly made but never received. Voicemails are left without follow-up. Emails go unanswered. The dispute portal contains false representations of outreach. There is no meaningful dispute resolution process. 

Because of these deceptive practices and the merchants non-existent customer support, I do not wish to continue any relationship with this merchant under any circumstances. 

The loan agreement itself states that in the event of non-payment, the merchants remedy is repossession of their property. I do not dispute that right and am prepared to return the diffuser. However, the merchant refuses to provide a return address while continuing to attempt collection. 

I have demanded : Termination of the account XXXX of all billing A valid return address to return the diffuser. 

My experience with this merchant and its servicer has been atrocious. I am filing this complaint not only to protect my own rights, but to prevent other consumers from being subjected to the same deceptive, abusive, and misleading practices.

Company response to consumer: Closed with explanation