I had a wireless device through XXXX. I had an absorbent amount of data charges in the span of three months back in XX/XX/XXXX. The fraud department was called, and the IT department were called to investigate the high data charges in XX/XX/XXXX. I had been a customer since XX/XX/XXXX and had never gone over my data cap. A ticket was opened. A gentleman from the IT department called in XX/XX/XXXX and said that he could see a lot of streaming at odd hours. I told him that I did some streaming but it should not be {$700.00} worth of streaming. 

I immediately disconnected, removed the battery from the wireless device and put it in a drawer. I called again to find out what information the ticket produced. I spoke with an IT manager XXXX XXXX in XX/XX/XXXX. She told me I was still incurring charges. I told her that could not be because I took the device apart. I was prepared to pay what I owed but not if the device was malfunctioning and still continuing to incur charges when it should not. To ensure I would no longer incur more charges I asked XXXX to close my account. She said she would dispute the charges, but could not do it until the billing cycle completed. Both bills were disputed and I have been waiting to hear the results. 

I have called several times during the waiting period in XX/XX/XXXX. I spoke with another woman who told me a Diamond ticket had to be opened. She told me she initiated the Diamond Ticket. 

I received a call that my bill was going into collections. I called Customer Service again in XX/XX/XXXX to let them know I was waiting to hear back on the results of my ticket ( dispute ). The customer support person told me he would notify the collections department to wait until the ticket was resolved. 

I received notification a week ago that my credit report was updated in XX/XX/XXXX. I saw the XXXX bill listed. It should not have been listed because I never received a resolution to the investigation. There should be a credit due back to my account because I know there were issues with the device. 

It would appear that the collections department and the Customer Service Department are not communicating. In fact, the woman I spoke with last week at the Collections Department said she did not see that a Diamond ticket or any ticket had ever been opened. In addition, I asked to speak with a manager and one was not available. They told me I would receive a call in 24-48 hours. That was four days ago. I have not received a return phone call.