Consumer complaint received 2019-02-27 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Maury Cobb, Attorney at Law, LLC
State: AE

Complaint narrative:
In XX/XX/XXXX I contacted my phone company, XXXX, to notify them that I had recently joined the military and would be sent overseas for my assignment. 

I requested my account with them be put on hold until I returned to the USA and the agent I spoke to agreed to put my account on hold for up to 24 months. I was told that if I needed to use my phone service again I would need to contact them to reactivate the account. 

In XX/XX/XXXX I returned to the USA on leave and I contacted XXXX to ask them to reactivate the line so I could use my SIM card while at home. The account was reactivated and I paid to cover one month of service. I informed the agent I spoke with that I would only be using it while in the States and was told that I needed to call back when I left the country to put the account back on suspense. 

On the XX/XX/XXXX or XX/XX/XXXX I called back to XXXX as I was returning to my duty station and requested the account be put back on suspense. After speaking with that agent she confirmed that the account would remain suspended until XX/XX/XXXX. 

Approximately 3 months later my mother notified me that I had received a bill from XXXX in the amount of {$380.00}. I called customer service to resolve the issue and was told that the account was never put back on suspense because XXXX had no record of me calling and they had continued to charge me because I was on a post-paid account. 

I assured them that I had called but since it was essentially my word against the companys records, the agent I spoke to ( XXXX - # XXXX ) checked the account usage and confirmed that there had been no activity on the account since the dates I provided. 

We got on a conference call with a Care Team manager and his best solution was to suggest that I pay the balance, and they would switch me to the military plan. I told him that I was not going to pay for services that I have not used and that the records clearly reflect that I havent used, and I needed to be pointed in the correct direction to resolve this issue. I needed the account cleared and put back on suspense. 

That was the extent of his assistance so we ended the call to him and XXXX sent me an email with his information and suggested I call back at a later date and try to get through to a different manager. 

I called back a few weeks later and spoke to a different agent ( XXXX - # XXXX ) and she went through all the notes from my convo with XXXX and said she would be submitting the account for review, and I should log in online and check the account on the XX/XX/XXXX. 

When I logged in on the XXXX the account was clear, all the balances were at XXXX, and it seemed like everything was resolved. Now as of a month ago ( XX/XX/XXXX ) Ive started getting collections notices from the offices of XXXX XXXX, Attorneys at Law trying to collect debt on the account that was supposed to be cleared, in the amount of {$380.00} and Im reaching  out to all available avenues for assistance contacting XXXX and getting this resolved once and for all.

Company public response: Company can't verify or dispute the facts in the complaint
Company response to consumer: Closed with explanation