Consumer complaint received 2023-02-06 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: EQUIFAX, INC.
State: AL

Complaint narrative:
My issue is with XXXX XXXX incorrectly closing an account with the wrong balance after they told me they would correct the balance per the terms and agreements of our contract. 

I decided after XXXX  years of service with XXXX XXXX that I had enough of the issues and bad customer service. With that being said, we moved to XXXX 's phone service. XXXX was much better at the customer service and technical support aspect, but unfortunately their cellular service was not as good causing us to drop calls occasionally. Since we use our phones for business this was important enough that we could not have the service at this time, so we moved back to XXXX. 

During the cancellation of our first XXXX account, we received the final bill for the account in which they dropped all of the promotions we had. At the time, we had traded XXXX devices in for new devices and this resulted in us having promotional credits on each line for the trade ins. After discovering that regardless of how the line changes, if it does at all, they drop the promotions and bill you in total, I went through the terms and agreement of the device trade in / promotions. In the agreement, it states that if the promotions are canceled, XXXX must pay the consumer the fair market value of the devices at the time of trade in. I informed the XXXX personnel of this ( took me at least XXXX phone calls ) and they agreed that this was the case but that they were unsure of the fair market value. They ended the conversation by saying that they would get the value and update the account. This in turn never happened. 

I received a notification that my credit had dropped but when I looked at the report, there was nothing showing up as a derogatory mark or delinquency. After I attempted to use my credit and verified it was in fact impacted by something. I called Equifax because the person pulling my credit informed me that they pull from them. Equifax themselves could not find anything showing what was going on. After doing some digging further myself, I figured out how to show closed accounts and found that XXXX had closed the account with a delinquent balance. The balance was still the incorrect balance, and I was never informed of the final situation. 

Since this, I have called countless times of the past month. Spoken to numerous people at XXXX about who holds the debt, how to get it removed, why is the amount still incorrect with little to no answers. I disputed this with Equifax, and after 30 days they simply said it was verified that what was being reported was correct. I am completely at a loss on how they could know this without asking me a single question or doing a follow up. Apparently, if XXXX makes a bill, it is in fact true regardless of the actual details. 

I have never had a late payment, derogatory mark, or delinquency on my credit report in its entirety and now because of this Sham of a situation, I have a credit score below XXXX. Not only is this incorrect on my report, but the amount this has affected my score is not proportional. 

I am not sure where to take this next. The amount XXXX says I owe is {$3200.00} but the actual amount is around {$1800.00} after the fair market value of the devices. 

Also, they did not attempt to collect the debt from me. After the repeated attempts to get someone that could help me, I finally had someone tell me that the company that handled the collections is called XXXX XXXX XXXX XXXX XXXX. I spoke to them and they said they can not do anything since XXXX is the reporting company. 

Another thing to note, I am unable to obtain a copy of the Terms and Agreements since XXXX does not send them to you. They are only on the website which requires a login to access. Since I have a closed account now, they will not let me into it nor send me the terms and agreement that I signed. They also will not send any terms and agreement policies unless a new line / device / promotion is signed up for. They have a page on the site that does not require login to see some terms and agreements but these do not have the promotional terms and agreements nor the actual agreements I signed.

Company response to consumer: Closed with explanation