Product: Consumer Loan

This is the complaint I filed with the XXXX. Tri State is refusing to respond to them. 

I have had a medical line of credit with Tri-State for several years. I had a dispute with them several months ago over a question regarding how they calculate interest. I went as far as filing a complaint with the CFPB. I never have gotten resolution of that issue. I have spoken to their attorney/compliance officer on several occasions. Last month I went online to make my monthly payment as I have done for quite some time. It would n't let me log in. When I filed my complaint about how interest was calculated I had been locked out of the account. I had to call in and was told that my account was frozen due to that complaint and they had to allow me access back into the account which they did. I assumed this was the same type of issue. I called in and was given the run around. I was basically told it was my issue they could see nothing wrong on their end. While I was on the phone with them, I had their compliance officer/attorney on my cell phone so she could hear what I was dealing with. She assured me this matter would be resolved. I made my payment over the phone. Fast forward to this month. I again went online to make the payment. I again was frozen out. I called and left a message with the compliance officer letting her know this was again happening. I then called into Tri-State. I spoke to XXXX. She informed me my password was wrong. Keep in mind this is the password ON THEIR STATEMENT. So she gave me the new password. I asked if she was going to make sure it was changed on my statement. She said she would have to talk to her supervisor. I asked to speak to the supervisor. While on hold I tried the new password. It did not work! So the supervisor XXXX got on the phone. She was VERY rude to me. I am not sure why. I am not in the wrong here. Anyway she basically said this is my problem. She said on their end it shows they can get in to my account and she has no idea why I ca n't get into the account. She thought it must be my computer. I made the payment over the phone for the second month in a row. She said she would talk to their IT people. I should not have to go through this kind of trouble to make a payment. I am a good customer. This is a medical line of credit, NOT a collection. I make payments ahead of schedule. I should not be treated poorly. I should n't have to take this much time to make a payment. I did ask XXXX if there was a way to file a complaint with Tri-State. She was rude and claimed there was a way to do so on the website. After I got off the phone with her I looked on their website and I see no place to file a complaint. 

First off, I have contacted XXXX to see if another company can handle this medical line of credit since it seems Tri State ca n't manage this account. If that is not an option at the very least I want to be able to log in online ( following the info THEY provide ) and be able to make a payment. My statements should contain accurate log in info I should not be told it is somehow my fault. I would like a written apology from XXXX the supervisor who was very rude to me. 

I did get a call the day of this complaint and XXXX from Tri State who is their attorney and compliance officer claimed I was n't able to access my account because the " vendor '' forgot to authorize my access. She claimed it was resolved. Today ( XX/XX/XXXX ) I get a call saying that they are still having issues. She wanted to know what type of software my company uses ( where I have tried to login to pay the bill ). I was unable to talk at work. 

I did notice my most recent statement had the " incorrect '' password. I told XXXX this and she said I have XXXX password and any will work. I logged in with the old password it did n't work. The new one did. This company ca n't seem to manage the account.