Consumer complaint received 2021-01-21
Company: Continental Finance Company, LLC
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/XXXX, I scheduled a payment of {$510.00} to Continental Finance ( aka XXXX ) in the app to pay the full balance of my credit card. When I went back into the app later that night, it showed no scheduled payment. I checked my email and showed no confirmation, so I assumed it had not been scheduled. At that time, I scheduled the same payment of {$510.00} in the app. This time, the app showed a scheduled payment and an email came through confirming the payment. 

On XX/XX/XXXX, my bank XXXX XXXX XXXX showed two charges for {$510.00} from Continental Finance. I immediately called and reached a lady named XXXX. She insisted she needed to have a conference call with my bank XXXX XXXX XXXX. I made that happen and she told me as soon as the both payments were finalized, they would send me the refund of {$510.00}. 

A week later, there had still not been any refund issued. I finally called again and spoke with another representative on XXXX who stated that she needed yet another conference call with my bank. I went through this process again. Afterward, the rep said that she was processing the refund. Finally, I received a refund on XX/XX/XXXX. 

On XX/XX/XXXX, I received an email from Continental Finance indicating my payment had been returned. On XX/XX/XXXX, I opened my Continental Finance account app and found that I had a balance of {$570.00} and some change on my account. They had charged that payment again, but added late fees and interest. I called and spoke with a few reps who finally transferred me to a " supervisor '' in Collections. This individual XXXX XXXX XXXX stated that I needed to send a fax with a copy of my bank statement showing both charges had gone through ( after he falsely accused me of not having enough money in my bank to cover the payment ). I complied sending the fax via XXXX  ( who sent me a confirmation sheet ). On Tuesday XXXX XX/XX/XXXX XXXX, I called Continental Finance and they indicated that the payment had indeed been reapplied and should reflect on my Continental Finance app / online on XX/XX/XXXX. 

This morning XXXX XX/XX/XXXX XXXX, I woke up and checked the Continental Finance app. The balance was now {$530.00} ( they had removed the {$35.00} late fee ). I called at XXXX XXXX. PST and the rep I spoke with said that the payment may show up in the app later in the day. I waited until XXXX XXXX PST and checked the app and the online interface again. Both still showed I held a {$530.00} balance. I called and the new rep indicated that she did not understand why payment had not yet been applied, but would get a supervisor. After talking with the supervisor, she came back and stated that both of my payments had been returned and this is why it was not reflecting. At this point, she turned me over to her supervisor, XXXX. 

XXXX indicated that there were no changes to my account and that to the best of her knowledge, they had not received a copy of the statement I faxed to XXXX on XX/XX/XXXX. I asked to speak to XXXX, to which she told me this was a non-customer relations department. I begged that she help me follow this from beginning to end by asking if she could take this and help me get it resolved. She said that is not the way they work. All I could do was wait to hear back from XXXX, but there was no way for me to contact them. Frustrated, I went ahead and asked for someone who COULD help me from start to finish. She told me she could request a manager return my call, but that is a 24 hour waiting process. I agreed to that and then went through and re-faxed ( to the same number ) the bank statement ( AGAIN ) and the copy of the first Fax Confirmation sheet. 

There has been no cooperation from them and I want this payment cleared. I am afraid that I am going to have to pay this {$510.00} again because of their error. 

My whole goal was to pay off my balance, but due to a technical problem on Continental Finance 's side ( confirmed by one of their employees ), I was double charged and am now being treated as delinquent. 

Thank you so much. 

XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation