KSL Investigators help Utahn sent to collections for wireless service she says she never had

Sep 12, 2022, 10:45 PM

PLEASANT GROVE, Utah — Have you ever been hounded for charges you do not owe? Well, it has happened to a Pleasant Grove woman — twice. And when she could not get the debt collector to listen, she called the KSL Investigators for help.

Kim Olsen pays Xfinity monthly for all her “Pawn Stars” and other TV needs, as well as her internet. But recently, she found out she has been paying for another service she says she has never used.

“I have never ever had an account with Xfinity Mobile,” Olsen said. “I have been charged almost for two years now — a year and a half.”

Olsen assumed Xfinity was just billing her credit card for TV and internet, until she looked closer and realized she was getting hit for its mobile phone service, too. She eventually got that fixed.

“It was over $800 they had to reimburse me,” she explained.

But just months later, a new notice showed up saying she now owed Xfinity Mobile $734. Pay up!

“So, they have now taken me to collections for a bill for an account that I’ve never had,” Olsen said.

“And they already know you never had it, but they kept charging you for it?” we asked.

“Correct,” she replied.

Thus began a ridiculous back and forth. Olsen said she explained it all to the collection agency. But they want a letter from Xfinity Mobile. Corporate told her they do not do that and directed her to the local store. And the store’s response? Well, not exactly encouraging.

“They laughed at me,” she said. “And they said, ‘Well, if corporate can’t handle this, how do you expect us to do anything?'”

Not wanting to see her credit ruined over a bill she has never owed, Olsen decided it was time to call the KSL Investigators.

So this time, we reached out to Xfinity on her behalf, not through customer service but through the corporate communications team. And in a call, a spokesperson explained that because the billing problems the first time around were not flagged as fraud, their system generated a second round of charges. Now, the collection agency has been officially called off, and Olsen no longer owes for a mobile service she has never used.

If you are being hounded for a debt you do not believe you owe, you have 30 days to dispute it in writing, according to the Consumer Financial Protection Bureau. The debt collector then must provide proof you owe it. The debt collector cannot call or contact you about collecting until that proof has been sent to you. The CFPB says your best bet is to send your written dispute via certified mail.

KSL 5 TV Live

KSL Investigates

Matt Luers says the "No Soliciting" sign at his Sandy home is hard to miss, but solicitors continue...

Matt Gephardt & Sloan Schrage

What are the rules & your rights when ‘No Soliciting’ signs don’t keep salespeople at bay?

While many Utahns put up signs to keep solicitors from knocking on their doors, a man in Sandy says the knocks keep coming. He decided to Get Gephardt, who explores what those signs really mean.

1 year ago

Car driving...

Matt Gephardt

How you can lower your car insurance costs even as rates continue to climb

It would be a good time to double check with your insurance agent and make sure you are getting all the discounts available to you. Auto insurance rates are catching up with the costs of, well, everything that has gone up thanks to inflation.

1 year ago

For months, the KSL Investigators have examined why only a small fraction of reported sexual assaul...

Daniella Rivera and Keira Farrimond

The challenge of consent: Utah’s rape law & low prosecution rate

“Listen up,” Rayley Wadsworth pleaded with social media users in a video filmed inside a stationary car last month. “If you’re in Utah, or a woman in Utah, please listen for just a second.”

1 year ago

(KSL TV)...

Matt Gephardt and Cindy St. Clair

Layton woman struggles to claim money owed to her from her dissolved business

Utah's Unclaimed Property Division has millions of dollars that it wants to reconnect with the rightful owner. But for a Layton woman, getting her money back has been easier said than done. So she decided it was time to Get Gephardt.

1 year ago

Hopes that were lost as part of a land collapse. (KSL TV/Chopper 5)...

Mike Headrick and Cindy St. Clair

Draper City: Building laws make it hard to say ‘no’ to risky development

The question was posed to KSL Investigators — how could Draper City allow development on hazardous land? It turns out, saying “no” is a difficult option.

1 year ago

(KSL TV)...

Matt Gephardt and Sloan Schrage

Get Gephardt helps Utahn get refund for not-delivered TV

If you pay hundreds of dollars for a new TV, you expect to GET the TV. But when a West Jordan woman couldn't get her TV or a refund, it was time to Get Gephardt.

1 year ago

Sponsored Articles

Stack of old laptops with dark background...

PC Laptops

Old Laptop Upgrades You Need to Try Before Throwing it Away

Get the most out of your investment. Try these old laptop upgrades before throwing it out to keep it running fast and efficient.

Happy diverse college or university students are having fun on their graduation day...

BYU MBA at the Marriott School of Business

How to Choose What MBA Program is Right for You: Take this Quiz Before You Apply!

Wondering what MBA program is right for you? Take this quiz before you apply to see if it will help you meet your goals.

Close up of an offset printing machine during production...

Les Olson IT

Top 7 Reasons to Add a Production Printer to Your Business

Learn about the different digital production printers and how they can help your company save time and money.

vintage photo of lighting showroom featuring chandeliers, lamps, wall lights and mirrors...

Lighting Design

History of Lighting Design | Over 25 Years of Providing Utah With the Latest Trends and Styles

Read about the history of Lighting Design, a family-owned and operated business that paved the way for the lighting industry in Utah.

Fiber Optical cables connected to an optic ports and Network cables connected to ethernet ports...

Brian Huston, CE and Anthony Perkins, BICSI

Why Every Business Needs a Structured Cabling System

A structured cabling system benefits businesses by giving you faster processing speeds and making your network more efficient and reliable.

notebook with password notes highlighted...

PC Laptops

How to Create Strong Passwords You Can Actually Remember

Learn how you can create strong passwords that are actually easy to remember! In a short time you can create new ones in seconds.

KSL Investigators help Utahn sent to collections for wireless service she says she never had