Consumer complaint received 2024-12-04 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Took or threatened to take negative or legal action — Threatened or suggested your credit would be damaged
Company: Sequium Asset Solutions, LLC
State: AZ

Complaint narrative:
XX/XX/XXXX : I am a XXXX, was preparing to go home from school for XXXX break. I was approached by a door-to-door XXXX salesman, who spoke with me for a long time. I stated I was on my parent 's XXXX plan for cellular coverage and not interested in switching to XXXX. He continued to press me about changing Wi-Fi plans , from XXXX ( my current ) to XXXX. I felt uncomfortable and was in a rush to continue packing as I had to leave at a certain time. He reassured me that it would be easy to cancel or return router if I decided I didn't want it and I would save money if I tried their service. He stated it would be easy to trial and they wouldn't take my credit card number, just needed my email and would take note of my address. He never stated when the router would arrive. I left that day and later in the month received a text sent to my phone that said a signature might be required for delivery, which reassured me as I would not be home until the next month. 

XX/XX/XXXX : I was at home with my parents until classes resumed in XXXX, when I found a box on my doorstep ( nobody had been home or signed for a package ). I opened it to see the router, however, decided I did not want to continue. I no longer received any texts from the XXXX company from this point on, received an email XX/XX/XXXX that the XXXX XXXX XXXX was cancelled. Router remains in packaging and unopened ( only box was opened ), I was told I needed special XXXX packaging to return. 

XX/XX/XXXX : Received bill for services, attempted to find way to cancel. Was never given a copy of the document I signed on the XXXX door-to-door salesman 's XXXX. The Buyer 's Right to Cancel link emailed to me was broken and I was unable to see what terms were. 

XX/XX/XXXX : Called XXXX to dispute bill, was told to " not worry about collections, but must return the router in the specialized shipping box ''. Individual I spoke with took down my address again, stated they would send the packaging in the coming weeks. Clearly stated I could return router once I had packaging, never told me that I was outside of a time period for that return. 

XX/XX/XXXX : I still have not received any packaging. I call XXXX once again to ask for packaging, the individual says there is note from prior time I called, apologizes and verifies address. Once again stated that they would send packaging in the coming weeks. Also once again clearly stated I could return router once I had packaging, never told me that I was outside of a time period for that return. 

XX/XX/XXXX : Still have not received packaging, despite verifying my address, which they had successfully sent mail to and delivered the router to. I try once again to go into XXXX store. They refuse to help me, stating that the router has nothing to do with their store and I must deal with a different part of XXXX. I ask for a number or assistance and they tell me to look on website. 
I call and have an extensive conversation with a XXXX employee, who says he sees the previous attempts I made at sending the router back. Says he was working with the manager to fix the problem and stated that he made an extended note in my file in attempt to avoid collections. They said they would get back to me to tell me the status of the dispute, I ask if there is a specific line I can use to call them if I haven't heard from them. They say no, call general number. 

XX/XX/XXXX : I get a text message saying that the amount has been sent to collections, have not received anything in the mail, have not received any follow up phone calls to XXXX. Due to having such difficulties over the phone and in person, I attempted to find an email address I could write to. No email address for customer service on XXXX, only an AI chatbot where messages will disappear. At this point, I am working 12 hours/day 6 days/week, with limited ability to call XXXX, which ends at XXXX. 

XXXX XXXX : I receive no other texts and receive nothing in the mail from XXXX or collections. I look online and see that others have had similar problems returning routers to XXXX and that they are filing with public agencies due to concerns for fraud. 

XX/XX/XXXX : First letter I get in the mail from collections. Collections contacted me by phone and I stated I was disputing debt.

Company response to consumer: Closed with non-monetary relief