Consumer complaint received 2021-09-29
Company: Atlanticus Services Corporation
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
On the date of XX/XX/XXXX myself and my family checked-into the XXXX XXXX XXXX XXXX  located in XXXX Georgia and checked-out on XX/XX/XXXX. I later learned that I was charged a total of XXXX which brought my total at the time to around XXXX. My credit limit was XXXX so I was unknowingly roughly XXXX over my credit limit. No clue how Aspire let that happen in the first place. I was billed from XX/XX/XXXX to XX/XX/XXXX. Upon checking-out we proceeded to drive to South Carolina to attend our sons upcoming graduation from XXXX XXXX XXXX Once arrived at South Carolina we checked into XXXX XXXX XXXX XXXX. I provided Aspire my credit card statement from XXXX XXXX supporting this. I was not even in the state of Georgia at the time and dates billed above by XXXX XXXX XXXX. We were in South Carolina until XXXX XXXX until we checked-out and drove back home to Florida. The outrageous charge was posted to my Aspire account XX/XX/XXXX and I was made aware of it XX/XX/XXXX I called Aspire customer service number immediately and informed them of the overcharge and I needed them to start a dispute because I could not be held responsible for charges I was unknowingly and wrongfully billed for and so they said they would notate the account but I needed to contact the merchant which I already done, but they could not start the dispute until I filled out paperwork and mailed it back in. Dispute never arrived in the mail. I called back spoke with a different person this time that told me they could email it and so they did and I provided them with all the proof they needed via email. I provided them with a email sent to me from XXXX  XXXX  XXXX  of them apologizing and stating the documentation in that email was showing that the funds were being refunded, I provided them with the statement from XXXX  XXXX showing I was in South Carolina, and a receipt of the amount that was correct. I soon after learned my account had been closed and due to no fault, negligence or mismanagement of my own. My account has not had a blemish on it even with the overage on there I continued to make my payment as usual I have always made my payments early not once have I been late. I have been emailing Aspire to get clarity as to why my account was closed to no avail they are very vague and unclear I am fairly certain they are not even reviewing my account. I am still waiting as well on the written response to the dispute as I am yet to have a written decision but my account shows the funds have been corrected. So what exactly is the issue? I am a account holder that was taken advantage of and they drop me and they still somehow are adding on charges, that is not right this has affected my credit report I asked them to fix this and I get no response. On XXXX XXXX I spoke with a young lady by the name of XXXX for the time period of 27mins and 9seconds who told me my account would be reopened within 5-7 days I they same day got an email saying it can not be reopened. What is going on is this ok, is it legal? Aspire is wrong and companies like this need to be held accountable for mistreating people when no wrong has been done they should not be able to close an otherwise perfectly good standing account that just received a credit line increase for no reason.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation