Consumer complaint received 2022-08-21 00:00:00
Product: Debt collection — Other debt
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Franklin Collection Service, Inc.
State: MS

Complaint narrative:
I held an account for XXXX XXXX XXXX XXXX internet services from XXXX XXXX XXXX. When I left the service address, I requested for the account to be closed. In late XXXX, I began receiving collection notices at my new residence for billing charges that were accrued after XX/XX/XXXX in the amount of {$170.00}. As stated above, I did not occupy the residence while the charges were accrued, nor did I hold any XXXX XXXX XXXX  account or receive any billing notices for these charges during this time. If this is otherwise, this is in error. In XX/XX/XXXX, I contacted XXXX XXXX XXXX customer service and the representative confirmed the charge was in error and ensured me that the charge was removed from collections. However, I recently applied for a new mortgage in XX/XX/XXXX and it was brought to my attention that this collection remains on my credit report. I was not contacted for any collection attempt ( either phone or mail ) after this date. This collection attempt will cost me thousands of dollars on my new mortgage due to increased interest rates and closing costs. Otherwise, my credit report is excellent. 

Over the past month ( XX/XX/XXXX ), I have contacted XXXX XXXX XXXX numerous times about this dispute and have spent approximately 5 hours on the phone with their customer service representatives and an additional 2 hours in a corporate office. I was instructed to contact Fraud, XXXX services, Billing, Collections, and general customer service, all of which were unable to help resolve the issue and transferred me to another department. My attempts in the corporate office were also unsuccessful as they informed me they were unable to view my account. On two occasions, I was promised that I would receive a call back from a supervisor. Specifically, on Tuesday ( XX/XX/XXXX ) XXXX ( Employee ID XXXX ) informed me that he could not process the request but his supervisor, XXXX, would be able to and she would contact me by end of day. On XX/XX/XXXX, I spoke with XXXX ( supervisor ) and she informed me she would contact me within 1-2 minutes of hanging up the phone as she had to walk to her desk to access the account. Each time, I never received a call back. Through the advisement of my attorney, I attempted to complete a Notice of Dispute form online XXXX XXXX XXXX on numerous occasions ; however, this form is not a functioning form and does not allow you to submit ( I attempted to submit via multiple internet browsers ). Therefore, I mailed the signed Notice of Dispute form to XXXX XXXX XXXX at the specified address on XX/XX/XXXX ; however, I have not been contacted by XXXX XXXX XXXX regarding this matter. 

I am requesting for attempts at collection to stop immediately. I am requesting for this collection attempt to be removed from my credit report immediately. I am requesting that XXXX XXXX XXXX  confirm, in writing, the charge was an error and remove the collection attempt from my credit report.

Company response to consumer: Closed with explanation