Consumer complaint received 2017-05-10
Company: Atlanticus Services Corporation
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
First, I am filing two complaints. These two complaints are with   XXXX   XXXX  , and their financing company,   XXXX   XXXX   XXXX  . Should I discover that additional consumer rights were violated, I may retain an attorney, especially if damages are done to my credit-or that my personal information was used incorrectly and not in accordance with consumer protection laws. It should be noted that I feel as though these two companies have wronged me and violated my consumer rights and I have attempted to rectify this issue numerous times with both companies and I really have not gotten too far, although I have filed disputes with  XXXX  of the  XXXX  credit bureaus. Next, a summary of the incident :  On   XXXX   XXXX   , 2017, I   made an internet purchase with  XXXX  on their website  XXXX . The purchase was for  two ite ms :   XXXX   XXXX   XXXX  (  XXXX  ) Elliptical at a price point of {$760.00}, and, a set of  SpeedWeight Adjust  able Dumbbells (   XXXX   ) fo r a price point of {$390.00}. The combined purchase amount in sum was for {$1200.00} and includes CA state taxes. The dumbbells were returned on  XXXX   XXXX ,    2017 by wa y of refusing the box from the    XXXX   XXXX   XXXX   (  XXXX  ) for  two reason : the box was so damaged that the contains were visible/falling out, and also, the dumbbells were cancelled in the order. This is not in dispute with regards to the dumbbell return, however, is a record of the overall events that happen during this transaction. At this point, a balance of {$810.00} was recorded by their billing depart ment (   XXXX  assisted with the return of the dumbbells ). Exactly a month later,   XXXX   XXXX   XXXX   still did not have the Elliptical on the radar for an item financed. I called  XXXX   XXXX  and their customer service representatives stated, " you own nothing '' the balance is {$0.00} with " Us ''. I called   XXXX   XXXX   XXXX       b ack and they also stated, " you have a credit balance of over {$400.00} for the return of the dumbbells but nothing else was owed. I was confused and quickly explained the item I had and still, the representative insisted that they had no records and I owe nothing. I called   XXXX   back after several days of waiting and waiting to see who to pay and here is where we have a problem. O n   XX/XX/XXXX , I    called the Billing department at   XXXX   XXXX   after calling   XXXX   XXXX   XXXX   again to see if there was a change- and the same answers applied- you owe nothing ( I also closed the account  on    XXXX   XXXX  , 2 017 to   a void charges from being applied to the account ). When I spoke with Billing at  XX/XX/XXXX  XXXX , I explained the situation again  ( several times ) a nd spoke with  XXXX . I asked if I could pay with m y  XXXX  card and she said Yes. I pai d the account with her and I asked for a receipt to be emailed and she denied me the request for a receipt. She said, " we do not provide receipts '' for transactions and that the invoice would be emailed. No invoice was emailed. At this point, I am thinking everything is ok and then I receive an alert on my cre dit that    XXXX   XXXX   XXXX    i s reflecting a CLOSED account and a balance for {$820.00},   XXXX  of the  XXXX  bu reaus is all I can see as I have not subscribed the  XXXX  one as of yet. I called the company for clarification ar ound   XX/XX/XXXX  and th e  representative pretty much told me to call  XXXX   XXXX  and get it resolved with them. Several attempts into this, it is quickly becoming a HUGE strain on my patience and at this point- I am frustrated that I am receiving alerts from   XXXX   XXXX   XXXX    stating th at I have a payment due even though the balance was paid in full back in   XX/XX/XXXX . To be cle ar, the elliptical was paid off on  XXXX   XXXX ,  2017 wit h the Billing representative at  XXXX   XXXX   ( w hich she was rude the entire time ). The card provided is financed through  XXXX  and officially completed its pending process into a completed transaction on  XXXX   XXXX ,    2017.   XXXX  did something in the process that was not correct so she or a representative with   XXXX     XXXX  ran the card again later in the month taking from my available credit TWICE, although one of the two pending transactions were FINALLY dropped in the end. The charge was for {$810.00} and officially I was advised that I have a {$0.00} balance. I would also like it noted that without a receipt and only an invoice, I have no real receipt of the paid transaction, which is a problem. The invoice only reflects the initial transaction and not the return of dumbbells, the payment for the elliptical. The only confirmation that   XXXX    XXXX  would provide after numerous calls to resolve this was a confirmation number  on a Debit Memo  (  XXXX  ) order number  XXXX , and also, a generic invoice. The only true purchase record is a credit card statement from  XXXX , which  XXXX  with Billing said would be sufficient enough, although that is her  XXXX  opinion and not that of mine. I feel that I should have been given a record of receipt so that I could have turned that over to the credit bureau 's. Their lack of experience will cause my credit to receive damages if something is not done about this now. In the end, I paid the bill but now   XXXX   XXXX   XXXX    w ants money that does not belong to them! They have sent me a text message letting me know that I have a payment coming up. I received this ye sterday,   XX/XX/XXXX .  I spo ke with them again this morning and at this point, I am no longer trusting that either company will get their senses together enough before I have a real big problem on my hands.

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