Consumer complaint received 2024-03-22 00:00:00
Product: Debt collection — Telecommunications debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Radius Global Solutions LLC
State: RI

Complaint narrative:
In the fall of XXXX I was going through a divorce and moved out of my residence at XXXX XXXX XXXX XXXX XXXX, RI. As part of my decree I was to continue to pay utilities at that address for 1 month. I left the XXXX account at that address active and also had them setup my new service at XXXX XXXX XXXX XXXX, RI. XXXX month after my ex husband returned the XXXX equipment to the XXXX, RI store ( XX/XX/XXXX ). I did not hear anything after that point. I also updated all of my contact details ( address, phone number and email ) on that call. 
In XXXX of that year I received a collection from XXXX XXXX with the original creditor being XXXX XXXX. I immediately called XXXX to try to resolve. They claimed that XXXX dollars of the claim was unreturned equipment. I spent a half day on a recorded line with them where the representative called the XXXX, RI store and they were able to locate the equipment. I requested a revised bill which I never received. I did not hear anything back from them, however the XXXX XXXX XXXX dropped off my credit report. 
In XXXX of XXXX XXXX attempted to collect on this same debt. I contested the debt via XXXX and it dropped off my report. It was confirmed to be the same debt that XXXX had led me to believe was resolved in XXXX. 
In XXXX of XXXX XXXX XXXX XXXX appeared on my credit once again trying to collect on this XXXX debt. I contested it again and it dropped off my report. 
In XXXX of XXXX XXXX Systems appeared on my account for the XXXX debt and I followed the same process and got the same result. 
Now, in XX/XX/XXXX Radius Global has appeared attempting to collect on this debt. I am in the process of underwriting for a mortgage so I once again attempted to work with XXXX XXXX to resolve the issue. At no point have I ever received correspondence from any of the above creditors. I reached out directly to XXXX XXXX. The contact details they had for me where incorrect. They referenced the XXXX XXXX XXXX address and did not have additional information despite me having an active, in good standing XXXX Account presently. 
When I spoke with Radius Global on XX/XX/XXXX they said they could not contest charges and that I should speak directly with XXXX if I was contesting. I spoke with billing at XXXX. After speaking with Billing I was told if I paid the balance they were accusing me of owing they could delete the trade line from my report. I told them that I had returned the equipment but would pay the alleged balance as I needed it off my report. I paid it in full that day. I also requested a supervisor call back as I wanted a letter confirming resolution of this issue. 
After getting off the phone with XXXX I called Radius back to tell them the account was closed with XXXX. They advised that was not yet reflected on their end. I then called my mortgage team who had me speak with XXXX at XXXX XXXX XXXX. 

We waited t give the system time to update and then on XX/XX/XXXX XXXX and I first called Radius Global together and were told that my account ( which was paid in full on XX/XX/XXXX ) was only showing that I had paid {$79.00}. This amount is not referenced anywhere. XXXX and I then called XXXX together and spoke with XXXX in billing. XXXX confirmed that the payment from XX/XX/XXXX had not been applied properly and that looking back at the account history she would have someone give XXXX XXXX permission to request to delete the trade line from my report. She provided a reference number of : XXXX. 
On XX/XX/XXXX a supervisor did call back. His name was XXXX and his identification number was XXXX. He said he was the head of collections. He was aggressive and told me, without any context, the debt fully valid and deserved to be on my report for the full XXXX years. When I asked if I could further escalate the issue he told me there was no one above him and this was the end of it. After that call I reached out to Radius Global who said the account had been updated as paid in full, but permission had not been given by XXXX to request for a deletion. They advised I follow up with XXXX again as their contract stipulated that they need XXXX 's consent to make that request. 
On XX/XX/XXXX I called XXXX and was transferred within collections twice. The second individual I spoke with ( I didn't get his name ) was not only able to locate the returned equipment from XXXX in the XXXX system, but also offered to refund me the money that I had paid on XX/XX/XXXX as a result of it being misbilled. He then attempted to transfer me to someone above him, but the call disconnected. Before I called XXXX back to finish that loop I spoke with XXXX, a manager at Radius Global, and took her through the entirety of the situation, including that a XXXX employee, on a recorded line had confirmed that bill had errors as the equipment had been returned. She advised me she was directly emailing her contact with Customer Relations to speak with XXXX and attempt to resolve. She said it may take XXXX business hours for an update. 
Once I hung up with XXXX I once again called XXXX and got XXXX in the billing department. XXXX also confirmed on a recorded line that the billing was done incorrectly, the equipment was there and she meticulously noted these things in the XXXX system. She then transferred me to collections and said that her notes should be more than enough to resolve this issue. Once I got someone in collections they quickly escalated me to supervisor, XXXX, who told me even if the bill was incorrect ( which he just said he would investigate ) and they refunded me that it would remain on my credit report and there was nothing I could do. 

All in I have invested over XXXX hours into attempting to resolve this matter this week alone. 
XXXX has never over the past 5 years contacted me directly regarding this collection and they have repeatedly given collection agencies outdated contact information on this account. The only attempts at resolution have come from me directly reaching out. 
This debt has come on and off my credit 5 times now and I have XXXX XXXX billing representatives who have admitted on recorded lines that the equipment was returned and have gone as far as offering to process refunds for the equipment charges. 

This has gone on for 5 years on and off. XXXX XXXX has been terrorizing my credit report since XXXX. Every time I think the issue is resolved it suddenly pops back on the report and tanks my credit at the most inopportune times. I have repeatedly tried to work through it with them just to be mislead, misinformed and patronized. 

This debt was not valid, it was incorrectly reported ( balance ), incorrectly reported ( contact details ) and has now been deleted off my report and re-added 5 times.

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