Product: Credit card

I was experiencing financial hardship and was having trouble making my minimum payments. I called Concora Credit in XXXX of XXXX  and spoke to XXXX who ensured me that even though I could not make my payments as soon as I paid the minimum payments back all late fees would be returned. I spoke to her about if there was any other way to get an extension or difference and she said there was no way. But not to worry because i would just make my payments when i could and my late fees would be returned. Some time went by and i was able to XXXX, but was unable to ever pay back XXXX. XXXX, XXXX, XXXX, and XXXX I couldn't pay as well due to my hardship. Again I called XXXX in XXXX knowing this was coming and spoke to XXXX. He again reassured everything XXXX told me in XXXX. That they promised to return all late fees and this would bot affect my minimum payments for the future. I called again in XXXX just to touch base and confirm everything with XXXX. I spoke to XXXX she again promised it would all be okay when i paid next month in XXXX. That all late fees would be returned and i would just pay what i actually owed. 

XX/XX/XXXX i made a XXXX $ payment. They called me before i was able to call. The agent i spoke to this time would not give me her name. This experience was completely different she said that they would not be returning any of the late fees. Once I explained all of my calls and all of the other agents who promised me it would all be returned. She then said she could return one late fee out of the XXXX. I was very upset and asked to speak to a manager. The supervisor XXXX then gets on and dismisses all of my previous conversations with other agents and says he cant find them in my call logs. I go onto my at & t account and start giving him all the names and dates of when i called. He still says he cant do anything because there are no call logs. How is it my fault your agents didn't put notes in? I tell him Im going to file a complaint and all of a sudden now he can return only 2 late fees. I explain how this proves he can keep the other agents promises but is just unwilling. He explained my balance to me 6 times until finally I had to respond that I wasn't unintelligent and understood my own finances. He then says if i pay everything which would be all of my late fees. He will then return 4 of them. So i would still have to pay them but it would never get reimbursed to me personally it would just be reimbursed to the Concora account. Putting me out over XXXX $ currently. I explain how this is unhelpful as i would still be paying more than i owe at this moment. I dont want it taken off my total. I have the credit card so i have time to pay it off. I need the actual money to buy groceries and pay rent. XXXX still refused to honor what the XXXX previous agents had promised me. I explained that i would be going to the Bureau and calling the stores corporate office.

I asked him to send me the call logs so i could have them for the complaint and the name of the agent i spoke to before him. He refused to give me any information. Saying he was unable to share the previous agents name. Which made no sense to me as she never told me her name. This whole thing feels very strange and unprofessional. I was made empty promises by several employees and then told i had one day to pay all of my late fees before i got another one. Please help.