Consumer complaint received 2025-10-08 00:00:00
Product: Debt collection — Telecommunications debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: AFNI INC.
State: TX

Complaint narrative:
I am writing to formally dispute the charge of {$200.00} reflected on Invoice # associated with XXXX XXXX Account. I am requesting that this charge be removed and that I receive written confirmation that my account will not be sent to collections or reported negatively to any credit bureau. 
Prior to canceling my XXXX XXXX, I had a written chat conversation with a XXXX XXXX agent who clearly stated that no further device payments would be due following the termination of service. Based on that assurance, I made the decision to cancel my service in XXXX and promptly paid what I was told would be my final service bill on XX/XX/year>. 
On XX/XX/year> or sometime before the end of XXXX, I called XXXX to confirm that no other payments were required. The supervisor I spoke with acknowledged that the previous chat could be interpreted as confirmation that my device balance was cleared. He assured me that the matter would be escalated and that I would receive a decision within XXXX weeks. I never received a callback or any follow-up. 
On XX/XX/year>, I called again to resolve the matter. After pressing through several prompts to speak with someone regarding an inactive line, I was eventually transferred to a supervisor who hung up on me. When I called back twice, I was told he was unavailable. All XXXX representatives I spoke with that day refused to provide me with call record numbers or transcripts, which I specifically requested so I could properly document my ongoing issue. 
This lack of accountability and transparency is unacceptable. 
My decision to leave XXXX with transferring my entire familys lineswas the result of an ongoing pattern of inconsistent billing, rising service costs, and increasingly poor customer service. XXXX after month, my bill fluctuated without clear explanation. Each time I tried to seek answers, I was met with long hold times, conflicting responses, and representatives who were either unable or unwilling to provide clear information. Rather than continue paying my hard earned money into a system that lacked transparency and regard for loyal customers, we made the choice to switch providers. 
For additional context : The device associated with this disputed charge was returned via an Asurion insurance claim due to it being non-functional. 
The refurbished replacement device I received from XXXX was also defective and was returned as instructed. 
I was then advised to purchase my own phone, which I did. 
Therefore, I am requesting : XXXX. That the {$200.00} charge be removed and the balance cleared. 
XXXX. That I receive written confirmation that this disputed amount will not be sent to collections or reflected negatively on my credit. 
XXXX. That I am provided with call logs, agent notes, and chat transcripts from XXXX of XXXX XXXX XXXX XXXX 2025. 
This letter also serves as formal written notice of dispute under the Fair Credit Billing Act, and any applicable Texas state consumer protection statutes. If this matter is not resolved within a timely manner, I am prepared to submit a complaint to the Consumer Financial Protection Bureau, the Texas Attorney Generals Office, and additional regulatory bodies. 
I expect a formal written response within XXXX business days of receipt.

Company response to consumer: Closed with explanation