Consumer complaint received 2021-06-23
Company: Conn's, Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
XX/XX/2021 I called Conn 's to check on my balance and to make a payment of {$2400.00}. I can't remember right, but I think my balance was {$3100.00} before making my payment. I paid {$2400.00} to help me bring my balance down so I could finish paying my account before the expiration date of XX/XX/2021. After XX/XX/2021 if my account was not paid in full I would be charged interest. After I made my payment I asked the representative if this would help me pay balance off before the expiration date. The representative said yes and even lowered my monthly payments. I was originally paying {$260.00} and the representative lowered my monthly payment to {$250.00}. The representative told me I would only have 3 additional payments of {$250.00} and this would pay my balance off on time. I asked if there would be any additional fee 's added to my total and the representative said no. My payments were being automatically withdrawn monthly. I called Conn 's again on XX/XX/2021 to confirm my account would be paid in full before the expiration date of XX/XX/2021. The automated recording said I owed something like {$350.00}. I pressed the option to speak with a representative & asked what the additional {$100.00} amount was for. The representative didn't know what that was for. I asked to speak with a supervisor and even the supervisor didn't know what the additional fee was for. The first representative I spoke with agreed that my account should be paid in full after my last payment of {$250.00} on XX/XX/2021. The representative said she would request my account to be reviewed. She transferred me to her supervisor and he said the same thing. I was told to check back because it would take time to be reviewed. I called again in XX/XX/XXXX and the representative I talked to said the request was denied. She didn't understand why because with the documentation and the payments that were set up on my account should've closed my account. She couldn't tell me what the additional {$100.00} amount was for & said she would send another request to have my account reviewed. I called again maybe towards the end of XX/XX/XXXX beginning of XX/XX/XXXX. I was informed again that the request was denied and the additional {$100.00} was a processing fee. No one ever told me this on my previous calls. I requested a supervisor and the supervisor was going to call me back before the end of business day, but she never did. I called around XXXX on the same day the supervisor was suppose to call me. I spoke with supervisor XXXX and she told me there was nothing she could do. She told me this was in my contract and unfortunately it took me to correct her employees and this would not happen again.I told her about the conversation I had XX/XX/XXXX with her representative who even lowered my monthly payments. I asked if my recorded call did not matter and she said no. My husband and I have purchased several items from Conn 's in the past and this has never happened. We have never been told of a processing fee. I don't know what to do. Please help me

Company response to consumer: Closed with explanation