Consumer complaint received 2026-05-22 00:00:00
Product: Debt collection — Telecommunications debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: Cornerstone Holdings, Inc.
State: LA

Complaint narrative:
I am submitting this formal complaint regarding a collection account that is being inaccurately and illegally reported on my credit file by Cornerstone Credit Services in XXXX, Alaska, for an alleged debt originating from XXXX Cable. This debt is entirely invalid due to gross negligence and procedural failures on the part of the original merchant and this collector. XXXX never sent me a physical bill or invoice in the mail, nor did they call me regarding any outstanding balance. However, they did fabricate several invoices in response to my disputing the matter, none of which were actually sent to me originally, nor have they been able to furnish any proof of having sent these invoices. Upon closing my account, XXXX immediately locked my access to the online billing portal, removing any ability I had to audit, confirm, or dispute this charge with them. Furthermore, XXXX has systematically removed any direct phone access to any of their store locations. Every single call is routed to an outsourced international call center, eliminating any means to follow up on conversations or reach an in house manager. Repeatedly, the international call center has failed to follow up on a single request made to them. And, conflicting information is given every time you speak with someone else at XXXX such that no one seems to agree with anyone else about when billing takes place, how outstanding debts are managed, what the remaining balance amount is or even if there is a balance at all. After calling in to cancel my service, I wanted to confirm this had been done and came to a local branch and the representative at the merchants retail location explicitly stated to me that my account had been XXXX XXXX returned to him later that day to turn in my equipment and confirm a second time that there was a XXXX balance and no additional charges expected before leaving Alaska, which he reassured me was the case while he looked up my account on the store computer. XXXX possessed my credit card on file for automated payments, and the policy on the back of their invoice states that they " XXXX '' charge the card at the due date. My card was set to expire, but the policy on the back of their invoices states that even expired cards must undergo the same policy for the due date. XXXX XXXX XXXX had not yet issued me a replacement credit card, and this automated payment would have still gone through had XXXX needed to bill my card on file set up for autopay. I was told there would be no additional charges, but even if there was my card was on file. Despite this, XXXX alleged an additional months activity, despite no internet activity for more that XXXX months, which they conveniently say they have no records of activity or not, but nonetheless chose not to attempt charging my card for any alleged amount or send me an invoice. The card sat there on file useless because they refused to attempt the charge or notify me. I received a single text message from XXXX several weeks after these events warning that my service may be interrupted if I didn't pay my bill, which had no other verifying information, nor did I have access to the online portal any longer, nor did I have an invoice with an explanation or my account number. The text also had the wrong context. My service had already been ended, and there was no concern for an interruption in an inactive service plan. I had been reassured the account was zeroed out, so I marked the message as spam. Despite these facts, XXXX XXXX XXXX of XXXX, Alaska, placed a negative mark on my XXXX XXXX XXXX XXXX credit files. On XX/XX/XXXX, by certified mail, I formally disputed this debt with the three credit bureaus and demanded full debt validation from the collector under the FDCPA and FCRA. The collector can not legally verify this debt because they can not furnish proof that an invoice was sent to me by mail, nor can they explain or answer the above inconsistencies. Despite acknowledging that this has become my word versus GCI 's word, Cornerstone Credit Services has treated me as guilty until proven innocent and has been unwilling to concede to reason despite multiple phone calls and even flying to Alaska to meet with them in person on XX/XX/XXXX. At that time they also refused to provide me with an itemized bill or a signed contract from XXXX, a clear violation of the FCRA. I am a physician, have never missed a bill, had this on autopay, am in no financial distress such that there would have been any motive to attempt to avoid a small less than {$200.00} payment. There is no logical motive for me to have intentionally avoiding a legitimate bill. By continuing to report this unverified debt, they are actively damaging my credit profile in violation of the Fair Credit Reporting Act ( FCRA ) .Additionally, I am deeply concerned that Cornerstone Credit Services is an employee owned for profit organization, placing a clear and dangerous financial conflict of interest in providing a fair arbitration of debt as it is in their own financial interest to attempt to retain every collection they can regardless of the proof or lack thereof. Such a fiscal organization structure may be in violation of the law. At this time I have placed an offer on a home and am facing higher interest rates with my lender and additional expenses directly as a result of this injustice. I demand that Cornerstone Credit Service immediately and completely drop the collection, close their file, and permanently delete the negative trade line from Equifax, Experian, and TransUnion.

Company response to consumer: Closed with explanation