Consumer complaint received 2024-08-15 00:00:00
Product: Debt collection — Other debt
Issue: Written notification about debt — Didn't receive enough information to verify debt
Company: I.C. System, Inc.
State: NC

Complaint narrative:
To whom it may concern, I'm writing in regards to a pet wellness program that my dog XXXX was enrolled with. I initially enrolled my dog XXXX in the XXXX XXXX plan back in XXXX. When I enrolled XXXX into the program, I enrolled her at XXXX through a payment terminal. The payment terminal asked me a couple of questions, I responded, and I signed. I was never informed of the terms of the program. I had no knowledge of the terms of the agreement. When the program was presented to me, it was explained as if it was a health insurance coverage for Pets. I enrolled XXXX, and I put the bill on autopay. 

My card had expired and was replaced back in XXXX. I wasn't aware that the bills were not being pulled from the account. I had autopay set up on one of my credit cards, so I didn't know that the payments weren't being drafted. I was still receiving calls from XXXX as normal to schedule XXXX 's wellness appointments well into XXXX, and there was no mention of an issue with the payments. I never received a statement in the mail. I did receive a call from XXXX back in XXXX, but I missed it. When I called the number back, it was a dead line. I assumed it was another attempt to schedule an appointment for XXXX. I wasn't prepared to schedule her appointment because of my work schedule. 

On XX/XX/XXXX, I received a call from IC systems, they advised that I had an outstanding XXXX bill. I told them that they were wrong because I pay XXXX 's bill before I leave the vet. They advised that it was the XXXX contract. I advised that I didn't have a contract. I had no idea what they were talking about. Then, they explained it was XXXX 's wellness plan. I immediately told them that her plan was on autopay and that her account wad current. They told me that it wasn't and that I had to buy out her contract. I asked how did this happen? Why wasn't I notified? Why didn't I receive a bill? I wasn't provided with a copy of the contract during the initial transaction to even understand why they were calling me. 

I told them that I needed to contact XXXX because I didn't agree with what was happening. He let me know that weather I agree or not it's in the contract and I have to pay it. I tried to explain that something must've been wrong and that I need to speak with XXXX and that I don't have a copy of the contract. I explained that I wasn't aware that it was a contract. That none of this was explained to me during the initiation of the wellness plan, nor during any renewals. I should of been provided with an opportunity to pay the account before they called me. That was the first and last time I spoke with them. 

XXXX failed to formally notify me of an issue after seven years of my dog being on the wellness plan. I was never provided with any terms and conditions of the wellness plan. When I contacted XXXX back in XXXX after hearing from IC systems, they advised that my account was closed and that I could buy the account down. I asked for a bill for documention. They never sent anything. Now, they've added it to my credit report. 

Between XXXX and XXXX, I never received a statement, a copy of the contract, nor a bill, or opportunity to negotiate the bill. They added the bill to my credit.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation