Consumer complaint received 2024-01-11
Company: Atlanticus Services Corporation
State: MD
Product: Credit card
Sub-product: Store credit card
Issue: Fees or interest
Sub-issue: Unexpected increase in interest rate

Complaint:
I purchased furniture on my XXXX XXXX XXXX with Fortiva a year ago. When purchased I was told there will be no interest for 12 months. Once I viewed my 12th month statement It just stated my promo ended within 60 days. It also had the same thing on my 11th month statement. I called on XX/XX/XXXX the day my bill due, and ask about the interest. Did I need to pay it all off to avoid the interest or would interest be added to the remaining amount only. He told me to pay it all of to avoid the interest because it will be the interest for the entire amount of the purchase not for what was remaining. There was also a late fee on there statement and he reviewed the account and stated the late fee would be credited in 1 - 2 days. After I got off the phone with him, I paid the entire amount, minus the {$41.00} late fee. 

On XXXX XXXX I receive a text that my statement is ready, because I get paperless statements. I noticed there is now {$780.00} on my accounts after I paid everything off. The late was still there and all of the interest was added to my account. I called twice and spoke with XXXX and asked her why was there interest on my account when I just called oXXXX XXXX XXXXnd spoke with another representative who instructed to pay everything that day to avoid the interest. She said because my promotion ended on XX/XX/XXXX and even though the bill was due until XXXX XXXX still had to pay it by that date. I have never heard of that, I have other credit card and it doesnt go by the exact date that you buy the item, its 12 months from when it shows up on the credit card statement. I informed there is nothing on my statement showing I had to pay by XXXX  I asked could the interest be removed and she said no because I didnt pay it on time. I told her again, I am looking at my statement and there is no promo end date on the statement. She then disconnected the phone again, this was the second time I called her. 

I then got on chat and explained everything and I asked if I could send a video of what my statements look like like from their website. He said the promo is on the bottom of the statement. I opened every statement for 12 months and its not there. Even on the first statement it just shows the balance, and all this other information but never the date that I purchased it. I screen recorded to show I am pulling it directly from the website because they want you to go paperless. 

After the chat ended I sent a message through the website asking if I can send them what my view of the statement was showing. Its been 72 hours with no response and the response time is 48 hours. I also sent an email and attached the screen recording showing me opening the each statement and scrolling down to the bottom and there is nothing there about a promo end date. I have not received an response back. 

I do not understand why the promo information would not be on the page with all the summaries. It almost feels like they want you to miss that date to apply interest and that is not fair. The statement for XXXX stated the promo ended within 60 days and the XXXX statement showed that the promo ended within 60 days. The XXXX should have stated within 30 days. Then there is a breakdown of the interest, the next page is a payment coupon to send the payment in the mail and that is where my statement ends.

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